How Not To Manage A Crisis – TLC

Branding, Crisis Communications, , , ,

When a crisis hits, a brand wants to respond quickly, sincerely in addressing the crisis and demonstrate how they are working to ensure that what happened will not occur in the future. For example, NFL Commissioner Roger Goodell addressed the issue of domestic abuse among NFL players within days of the media firestorm and announced the NFL would be working with domestic abuse advocacy groups to bring greater awareness of domestic abuse and its prevention. All of this is essential in rebuilding a brand after a crisis.

TLC, the television network showed what not to do in rebuilding a brand after a crisis. The network has been the subject of severe criticism for its handling (or mishandling) of the scandal involving Josh Duggar of TLC’s number one show, “19 Kids and Counting”.

Josh Duggar admitted in May to sexually molesting underage girls including several of his sisters. While the admissions were shocking, they should not have been to TLC. These allegations about him have been around for a number of years. The Oprah Winfrey Show was aware of these rumors and reportedly contacted a child protection hotline.

Yet when the story broke last week, surprisingly TLC did not seem to realize the intensity of public revulsion and anger that would develop. The day Duggar admitted to sexually molesting underage girls and apologized for his actions, TLC was running a “19 Kids and Counting” marathon. Sponsors were quick to pull away from the show but not TLC. Only belatedly did the network announce that it was pulling the show from its schedule but not necessarily canceling it. The network also issued a tepid note of sympathy towards Duggar’s victims.

On July 16th, nearly two months after the scandal broke and sponsors deserted in swarms did TLC finally announce it was cancelling “19 Kids and Counting”. On July 17th, TLC announced that it was teaming up with two prominent child-protection organizations for an ongoing campaign to raise awareness about child sexual abuse. The multi-platform initiative will begin with a one-hour, commercial-free documentary likely airing in late August, the network said. It will include the participation of Jill and Jessa Duggar, two of the sisters Josh Duggar touched inappropriately, as well as other survivors and families affected by such abuse. This is all part of repositioning the network as “a brand with purpose” TLC claimed in a press release.

The public reaction has been one of deep skepticism and disbelief. This belated attempt in dealing with the crisis has caused even more bad coverage for the network.

So what did TLC do wrong?

  1. Waited too long in announcing it was cancelling the show. Any scandal involving children is something that nobody ever recovers from. TLC should have immediately cancelled the show and issued a strong statement expressing outrage and condemnation at Josh Duggar’s actions and strong sympathy for his victims. Rather by delaying the cancellation, TLC gave the impression fairly or unfairly that it was hoping that the storm would subside and it could bring back its number one rated show. There was no way possible that this could happen. The longer that TLC waited the worse it became for the network. Cancelling the show two months after the scandal broke was too little, too lat.
  2. Casting Jill and Jessa Duggar in its August special about child sexual abuse. Speculation has been rampant since the scandal broke, that TLC would cast the two in their own spinoff show in an attempt to keep the show around and its ratings. By having Jill and Jessa Duggar in this special it gives the appearance of being done for ratings and also to set the stage for a spinoff for the two. TLC still has not said if will or won’t launch a spinoff with Jill and Jessa Duggar.
  3. Fail to show that it really gets what was wrong and address allegations that the network knew well in advance about Josh Duggar. As long as these suspicions remain, the TLC brand is tarnished.

TLC has a long way to go before the public believes that it is “a brand with purpose” outside of high ratings. Other brands can take note from it on what not to do.

Planned Parenthood in Crisis Mode

Communications, Crisis Communications, Media Relations, , , ,

Planned Parenthood is in a crisis mode and attempting to launch a public relations counterattack after an undercover video surfaced that seems to indicate that the organization sells fetal tissue from abortions to researchers for a profit. Such action if true would be illegal.

The video was released by the Center for Medical Progress on Tuesday. It shows two undercover CMP activists posing as employees from a biotech company having lunch with Deborah Nucatola, Planned Parenthood’s senior director of medical research, and discussing about which body parts are in demand. In the video, Nucatola is seen and heard discussing Planned Parenthood’s policy of donating fetal tissue to researchers. The activists ask Nucatola whether clinics charge for the organs, which she skirts around.

The language is graphic. “Yesterday was the first time she said people wanted lungs,” Nucatola says. “Some people want lower extremities, too, which, that’s simple. That’s easy. I don’t know what they’re doing with it, I guess if they want muscle.”

Nucatola discusses how they are able to get other organs without “crushing” them. “We’ve been very good at getting heart, lung, liver, because we know that, so I’m not gonna crush that part, I’m gonna basically crush below, I’m gonna crush above, and I’m gonna see if I can get it all intact.”

Conservative politicians rushed to condemn Planned Parenthood and demand a cutoff of federal funding and investigations into the organization. But even some in the medical and research community expressed deep reservations about Planned Parenthood and Nucatola. Planned Parenthood is denying it sells organs for profits and is attacking the Center for Medical Progress.

This whole lessons for those in public relations.

  1. In this day and age of smartphones nothing is ever off the record. Someone may be recording a client without the client knowing it and it that tape may appear on social media or in the media. In addition to Planned Parenthood, think Mitt Romney and Donald Sterling.
  2. Various issue advocacy groups on both sides of the aisle are sending undercover members to businesses and associations hoping to catch executives saying something embarrassing or awkward. This trend will continue.
  3. Social media and non-traditional news sites are becoming dumping grounds for stories that once they go viral, the traditional media picks up and reports with a vengeance since they felt they have been scooped and must make up for that lapse.
  4. A good defense is not always a good offense. Planned Parenthood’s response to this video has been more to attack the Center for Medical Progress and conservatives who are criticizing the group rather then to provide a detailed rebuttal and provide Nucatola to the media for questioning. The organization seems to be sidestepping the major issue raised in the video that is leading even supporters of abortion to question it.
  5. Emotional issues such as abortion need to be dealt with sensitivity. Planned Parenthood in its response has come across angry which doesn’t sit well with many people even some of its supporters. A more nuanced response addressing concerns people might have would have served the organization much better.

Social media, bloggers, and citizen activists drive the news in this 24/7 news cycle. Brands and organizations need to realize that and that they may be a target of this and the old rules of journalism don’t apply with these people. Failing to realize that may put you in the same boat Planned Parenthood is in currently.

Book Promotion for the Dog Days of Summer

Book Publicity, , ,

Authors know book promotion is 24/7 year round activity. Yet when many ask themselves how they can promote their book during the slow summer time, they become discouraged.  They shouldn’t.  The summer is a great time for book promotion and to get the momentum going for the critical fall months.

First authors need to remember in the 24/7 news cycle and social media driven world, there is no slow time.  Newspapers, radio shows, television news, and magazines are all looking for story ideas.  And with the summer a slower period of time, the media is more likely to give a look to a story that they might not in the fall and also give it more coverage than in a busy news time.  Tie your book into a news story to help brand yourself as an expert.  This is an ideal time to do so and can allow you to be branded for even bigger opportunities in the fall.

Regardless of genre a book can be tapped for summer stories of new interests. For example, if you have a cookbook, some ways to position it might be healthy recipes for the summer or tips on how to eat healthy during the summer. If your novel is a mystery, promote your book by offering tips on why mysteries are popular during the summer.  Or if you are a romance writer, tie your book into summer romance tips.

If your book is at all related to family or children activities, the summer offers an abundance of media opportunities. Many novels have a theme of family.  An angle for this is tips on creating family traditions.  Or another angle would be tips on the perfect family reunion (always newsworthy during the summer as many family reunions are held during the summer).  If it is a children’s book with activities, you can incorporate it to summer activities for parents and children.  Tips on foods, style, activities, and travel are always popular angles throughout the summer.

If your novel is set in an exotic location, a travel article or tips on traveling to this location is a good way to get your name and book some coverage with an article or op-ed. The media loves travel tips.  Even a tv segment can be made into this concept.

Parents are always looking for educational ideas for their children during the summer months and this is the ideal time to promote a children’s book.  If you have a book on teaching children Chinese, this can be made into an activity for the summer.

Every author wants to be on the Ellen Show or Rachael Ray.  August is a great time to reach out to producers at nationally syndicated programs as they begin forming their fall schedule and booking guests.

Finally, for the very reason that summer is considered a slow time – vacations, your book can be branded the perfect summertime read on vacation. Suggest it as preferred reading for the summer vacation.

Authors – summer is not a slow time for book promotion.  It is the ideal time to be creative and get a head start before the fall.  Summer book promotion can be the best of times if done well.

The Danger Of Tying A Brand To One Person – Subway and Jared

Branding, Crisis Communications, , , , ,

Many brands base their marketing and publicity strategies on a public spokesperson. Lincoln has Matthew McConaughey. Priceline has William Shatner of Star Trek fame. Wendy’s used its CEO, Dave Thomas before his death. Men’s Warehouse used its founder, George Zimmer until he was ousted from the company. Very often the brand becomes identified with its spokesperson. To the public, the spokesperson equals the brand, its products and values. A brand’s reputation rises or falls with its spokesperson.

Subway, the restaurant chain is finding the downside of having a spokesperson as its public face. Jared Fogle shot to fame when his story of losing over 200 pounds went public. Fogle based his weight loss on visiting a Subway restaurant and ordering a low-fat sandwich. From that sandwich on, he dropped more than 200 pounds in about a year while eating Subway’s turkey subs and veggie subs with no mayonnaise and cheese. When Subway learned of his story, he became the face of Subway promoting their healthy alternatives to fast food. His story became the Subway story. Consumers identified with his everyman story and could relate to his weight struggle. Franchise owners reported increased sales when commercials and other promotional material featuring Fogle ran. All told he made over 50 television commercials for the chain. The company hyped him as the perfect family man whose values were those of Subway. To the public, Fogle and Subway were one and the same.

On July 7th, that perception became a nightmare for Subway. The FBI, Indiana State Police and the U.S. Postal Service raided Fogle’s home seizing electronic equipment with the clear implication from media reports that he was suspected of being involved in child pornography. A Florida woman came forward and said that Fogle had made remarks to her that were so inappropriate and shocking that she had contacted law enforcement officials. This happened two months after Russell Taylor, the former executive director of the Jared Foundation, which Fogle started to raise awareness to and combat childhood obesity, was arrested on federal child pornography charges. Fogle has not been arrested and his attorney issued a statement saying he is cooperating with authorities. Overnight, Fogle became the punch line for late night comedians with Subway included in the jokes. There was also a sense of public revulsion.

Subway issued a statement expressing shock at the events that had unfolded. Then the restaurant chain went further and announced that they were suspending it relationship with Fogle but they were not terminating it.

The question for Subway is what do they do next?

  1. They need to terminate their relationship with Fogle straight out. Whether Fogle is cleared or not, he is damaged goods and will remain so. Comedians will continue to joke about him and if Subway remains connected with him, Subway will be included in those jokes. There are three things people cannot fully recover from – scandals involving race, animals, and children. The sooner Subway formally severs all ties with Fogle, the better for the company.
  2. Develop a new branding strategy that doesn’t focus on any single person but rather on the company’s food and brand. Or if they want a person as the spokesperson have that person be Suzanne Greco, Subway’s president and sister of founder and CEO Fred DeLuca,
  3. Refresh the look of Subway and introduce new menu items with the new strategy the company is launching.
  4. Support organizations that battle exploitation of children.
  5. Develop a crisis communications strategy and have it in place if and when Fogle is indicted that separates the company totally from Fogle and condemns such actions that he may have committed.

The Jared Fogle/Subway story is a cautionary tale for a brand becoming to identified with its spokesperson. The important thing to remember when using a spokesperson as the face of the brand, the brand’s fortunes becomes tied with that person for both good and bad.

Social Media Drives Narratives

Uncategorized, , , , , ,

Social media drives narratives. This cannot be stated enough. Yet despite the power of social media and brands realizing its importance, they forget about its power and potential to create a crisis. Very often their social media strategy does not reflect their tradition public relations strategy.

A case in point was celebrity chef, Paula Deen. A photograph of Deen dressed as Lucille Ball and her son, Bobby with a brown face supposedly as Desi Arnaz was tweeted on Deen’s Twitter account. This is occurred as as Deen has been waging a public relations campaign to rebuild her brand after accusations of racism in 2013 practically sank her brand. The public outcry was tremendous with Deen the focus of outrage and ridicule. It was later stated by Deen that the photograph was from several years ago and her social media manager who was responsible for the tweet had been dismissed. Yet the story received widespread media coverage.

Whether an innocent mistake or not, the damage has been done to Deen, reinforcing the image in many people’s minds that Deen is a racist and justifying to sponsors yet again why they were wise to sever ties with her. This as Deen has been going to great lengths to rebuild her image with a carefully orchestrated media and public relations campaign. With that one tweet all the work she had done was undone and its back to the drawing board for Deen.

Brands often forget that their social media strategy must correspond with their traditional media strategy. If it doesn’t that becomes a story.

Brands also forget the power of social media. The Deen photo was taken down yet it had been screen captured and re-tweeted thousands of times. Once something is posted on a social media site, it can be captured even if it is taken down. Nothing is ever permanently deleted from social media.

Social media also creates the news stories that the media cover. The Deen photo would never have received the coverage it did save for social media driving it. Very often the media doesn’t even consider something to be newsworthy until it explodes on social media. This is why every social media post needs to be handled with the care that a brand would handle a press release and needs constant monitoring. But it isn’t just Deen who forgot the power of social media. Both the recent Brian Williams’ story and Bill Cosby story were the result of social media. Veterans’ organization had tried contacting NBC and other media outlets for years about Williams’ fabrications and were ignored. Only when the story appeared on social media did it obtain coverage. Likewise the allegations by numerous women against Bill Cosby did not receive strong media coverage until they appeared on social media. In both cases the media went into a frenzy to compensate for not covering them originally feeling they had been scooped by social media.

Brands know the power of social media in reaching consumers and playing a role in their marketing efforts. What they must never underestimate is the power it has in driving narratives and causing a media firestorm. To do so is to do it at their peril.

Donald Trump – Why His Brand Will Survive

Branding, ,

Since announcing for president, billionaire businessman, Donald Trump has catapulted in many of the polls to second place as the Republicans’ choice for the Republican nomination. Much of this momentum has been based upon his remarks regarding illegal immigration from Mexico. When announcing for president, Trump addressed the red button issue of illegal immigration by calling for a wall to be built between Mexico and the United States and saying, “The U.S. has become a dumping ground for everybody else’s problems. When Mexico sends its people, they’re not sending their best. They’re not sending you. They’re sending people that have lots of problems, and they’re bringing those problems with us. They’re bringing drugs. They’re bringing crime. They’re rapists. And some, I assume, are good people.”   According to polls Republican voters loved the remarks giving Trump equal news coverage over the past several weeks with Republican frontrunner, Jeb Bush while other candidates tried desperately to get coverage, any coverage.

While his remarks might have been good politics for the Republican primaries, it was bad business for the vast Trump brand.   Trump’s remarks led Univision which broadcasts his ‘Miss USA’ pageant to announce that it would no longer broadcast the pageant. The co-hosts of the Miss USA Spanish-language simulcast—Devious Maids actress Roselyn Sanchez and actor Cristian De La Fuente announced that they also would no longer participate in that pageant. NBC announced that it was severing ties with him. Macy’s stated it would no longer carry his clothing line. Serta opted not to renew its contract with Trump Home. The PGA, ESPN, and others all followed suit. This has led many to speculate that the Trump brand is damaged beyond the pale.

Nothing could be further from the truth. Yes, the brand is taking a hit as he runs for president. The Trump brand will not only survive this but be as strong as ever after his foray into politics is concluded. The reason is Trump is being authentic to his brand.

The Donald Trump brand has been based over the years as one part serious businessman, one part entertainer, and one part somewhat buffoonish. Over the years he has insulted nearly everyone possible, declared bankruptcy, yet still the brand has survived and prospered. People have bought into that brand and believe in it. People read about Trump and watch him on ‘Celebrity Apprentice’ to see what off the wall remarks he might come out with. Trump is the ultimate showman. These people who believe in the brand are not going to change their viewing habits or purchases because of his remarks. If anything they are more likely to have their loyalty to the Trump brand be reinforced by these comments (very much as we saw with Duck Dynasty and the furor over comments made by Phil Robertson).   After all, they view this as just Trump being Trump.

Brands can rebound and even flourish after a crisis if during the crisis they were true and authentic to their brand identity. After Trump’s presidential race is over, it will be business as usual for the Trump brand. Indeed he may have won even more followers with his rhetoric. That is why all the talk about the demise of the Trump brand is very premature.

PR Tips For Start-ups

Uncategorized, , , , ,

Many start-ups know that they need public relations to get their message out but are unsure on how to do it. They know that distinctive brands, which are easier to identify and thus purchase, can be achieved many ways via traditional and social media. A single cover story in a key trade magazine, an executive profile on CNBC, or inclusion in The Wall Street Journal can generate sales. A sustained visibility campaign across all mediums (news, speaking opportunities, social, etc. ) builds a brand and is a game changer.

So knowing this what should do they do?

  1. Be a media expert. How many times do you see a competitor on the news talking about an issue that affects your industry and wondering how did they get there? The answer is quite simple, they pitched themselves to the reporter or producer as an expert in the field who can address issues in a story the reporter is working on. For example if you specialize in IT, pitching yourself to reporters on the recent computer glitch on Wall Street as well as offering suggestions on what you would do to solve the issue would be something that any reporter would be interested in. The key is to monitor the news and position yourself and your company as an expert in a story that is of concern.
  2. Understand media deadlines. Want to see your brand in a holiday gift guide? Then think about pitching media in September and not November. It helps to know the dates, times and potential results of an event before the reporter does. Members of the press tend to act on the fly for most breaking news stories, but plan well in advance for traditional, time-oriented content.
  3. Be a speaker. One of the best ways to promote a business and reach target audiences is through speaking engagements. A speech at a local organization such as Rotary or the Chamber of Commerce reaches potential customers, can sometimes obtain media coverage, and elevates your business.

Public relations doesn’t need to be expensive or time consuming. A well orchestrated public relations campaign can enhance your business and bring your customers to you.

The Bill Cosby Brand – Shattered, Beyond Repair

Uncategorized, ,

The Bill Cosby brand was built over the years by his ability to bridge the racial divide and a belief that he stood for traditional values. He was praised for lecturing young African-Americans about the importance of raising children in a two-parent household. During his heyday, appearing as Dr. Cliff Huxtable on NBC’s The Cosby Show, he was seen as America’s dad. According to surveys, his character was one of America’s most popular television dads ranking up with Mike Brady from the Brady Brunch and Jim Anderson from Father Knows Best.

Yet now the Cosby brand is tattered. Allegations that he sexually assaulted and raped women in the 1980s and 1990s had already burnished his image. On July 6th, the brand image was shattered when depositions of Cosby from a 2005 civil case brought against the comedian by a woman who alleged a sexual assault by him were released. In the documents, Cosby admitted to drugging women he wanted to have sex with by giving them prescription Quaaludes. Overnight, most of his defenders turned on him. Cosby seemed to turn into Tywin Lannister or Stannis Baratheon from Game of Thrones rather than, America’s dad, Cliff Huxtable.

The iconic Cosby brand is damaged, beyond repair. He will remain a comedic genius (no one can dispute his talent) but the brand that was built upon his emphasis on wholesome values and addressing social issues among today’s youth is shattered. The reason is Cosby ran afoul against the number one rule of branding – to be successful the brand must be honest and authentic. As these allegations and depositions clearly show, the private Cosby and the public Cosby were two different people. No brand can survive such a revelation. The Cosby brand that had endured for years is no more.

Now the question is can anything be salvaged for Cosby. The answer is not much. NBC last year when the allegations hit a crescendo nixed plans for a comedy show starring Cosby. TV Land and others pulled The Cosby Show reruns. Colleges and other forums that had regularly booked him as a speaker are sure to cancel appearances. What does remain is a chance for Cosby to make an amends with the public that supported and believed in his brand for so long.

So what should he do?

  1. Come clean with what exactly happened and apologize. His lawyers will be against this since it will open him up for judgments in the civil lawsuits he is facing and could invite additional potential lawsuits. Yet it will offer the only chance for him to apologize to fans and ask for forgiveness.
  2. Admit that he has a problem and seek help.
  3. Fade from the public spotlight as he seeks counseling.
  4. Re-emerge and work to educate youth, using his rise and fall as a lesson. This could actually be his greatest legacy.

Those are the steps she should do. What should he not do?

  1. Go silent. Although lawyers love silence to the public it is an admission of guilt
  2. Attack his accusers. This will make him look even worse.
  3. This will deepen the damage done to him.

Bill Cosby was an American icon and now a lesson for brands. If the public image and the private are not the same, the public will feel betrayed and turn on the brand.

Is NBC’s ‘Firing’ a Triumph for Trump?

Branding, , , ,

NBC Universal finally said to Donald Trump, “ you are fired”. The action came as pressure was mounting on the network to sever all ties with the businessman/reality television star/Republican presidential candidate after he called for a great wall to be built in order to stop illegal immigration from Mexico to the United States. In his statement, Trump said, “The U.S. has become a dumping ground for everybody else’s problems. When Mexico sends its people, they’re not sending their best. They’re not sending you. They’re sending people that have lots of problems, and they’re bringing those problems with us. They’re bringing drugs. They’re bringing crime. They’re rapists. And some, I assume, are good people.”

Trump’s remarks led Univision which broadcasts his ‘Miss USA’ pageant to announce that it would no longer broadcast the pageant. The co-hosts of the Miss USA Spanish-language simulcast—Devious Maids actress Roselyn Sanchez and actor Cristian De La Fuente announced that they also would no longer participate in that pageant.

Trump as is his style, hyped the controversy for all that he could. He announced that he would be suing Univision and banned reporters from the network from his campaign events. He further tried to make the media firestorm out to be a fabricated event with the media going after him because he was the strongest potential Republican candidate in 2016. Of course, Trump said his remarks were never meant to disparage Mexicans.

From a communications standpoint, the controversy was a godsend for the master showman. It continued to allow him to dominate the airwaves with coverage of his remarks and the reactions they were generating overshadowing the presidential launch of Louisiana Governor Bobby Jindal and the activities of other current candidates such as former Florida Governor Jeb Bush, Senators Marco Rubio, and Rand Paul. Finally, it allowed his campaign to keep its momentum going. His remarks intentional or not, hit a chord with much of the Republican base that favors strong anti-immigration laws, propelling him in some polls to second place in key primary states just behind Jeb Bush. For Trump, any publicity even negative publicity has always been a win.

Strangely silent as the crisis unfolded over the past week was NBC Universal, the network that airs Trump’s beauty pageants, Miss USA and Miss Universe, and his reality television show, Celebrity Apprentice.   Even when called upon to make a statement regarding Trump’s remarks, the network released a tepid condemnation of his statement but would take no further action despite being urged to do so by many leading Mexican-American personalities. Many pointed out the sharp contrast of NBC Universal to the Food Network’s handling of Paula Deen several years ago when it was revealed that the celebrity chef had used the ‘N’ word. As the controversy continued into another week with Trump revealing in the attention, NBC Universal was finally forced to move and sever ties with him. Too many, the network did so reluctantly and did not seem to fully condemn Trump’s words for fear of losing one of its ratings champions.

The Donald Trump/NBC Universal saga could have been a non-story had NBC Universal acted more swiftly. In a crisis like this when racial words are at the forefront, the only way for an organization to act is swiftly in getting ahead of the story. NBC Universal dawdled, hoping they would not lose their ratings winner. As a result, there actions when taken looked forced earning them no praise from those offended by Trump’s remarks and earning Trump’s disdain as well. Crisis specialists should remember delay in handling a crisis makes the crisis worse and any action taken forced and not done willingly by the organization.

Rachel Dolezal, Reputation Management and the NAACP

Uncategorized, ,

Rachel Dolezal, the President of the Spokane, Washington chapter of the National Association for the Advancement of Colored People (NAACP) announced that she was resigning her post following revelations that she has been lying about her race, claiming she is African-American when she is indeed white. She is under investigation in Spokane that she lied about her race in other instances including her application to serve on a police oversight commission. The NAACP had issued a statement on Friday standing behind Dolezal despite the media firestorm and the fact that she had become the focus of late night comedians’ jokes.

Many were outraged that the NAACP was standing behind Dolezal as the story gained momentum and photos surfaced showing she was clearly white and came from a privileged background in Montana and was not subjected to racism as a child as she had stated. Even worse some unnamed sources cited as being within the NAACP were reported to have tried to blame law enforcement for the story emerging while refusing to say what Dolezal did was right or wrong.

The NAACP has a long and storied history in fighting racial discrimination including the legendary Supreme Court case, Brown v. Ferguson that ended segregation in the schools. Yet during the years it has lost some of its luster in its fights, member misconduct, and finances. It has always battled back though. Today, its defense of Dolezal has not been among its finest moments. The credibility of the NAACP has suffered because of her actions and its initial response.

So what should the NAACP do to repair the damage it has suffered?

  1. Condemn Dolzeal’s action categorically and suspend her from the organization. The NAACP should state unequivocally that what she did was wrong and hurt the cause of civil rights, diminishing legitimate cases of discrimination.
  2. Apologize to members and the public for her actions and its initial mishandling of the crisis.
  3. Announce what steps the organization is taking to ensure that such an incident never occurs again. Dolzeal’s action hurt the organization, caused it ridicule, and has led many to question its very credibility. The NAACP needs to address this and show how it is taking steps to ensure that such an incident does not happen again.
  4. Announce a review of all of Dolzeal’s actions as President of the Spokane chapter and redress any errors committed by her.
  5. Refocus on what the organization was created for – fighting racism.

The Rachel Dolezal episode has done serious damage to the reputation of the NAACP. The organization is learning that just one member can sometimes tear down an organization’s reputation that took years to build and rebuild. Failing to address the crisis will cause only more harm.