Lessons from the box: watching reality TV for lessons in reputation management

I have a confession to make. I have a guilty pleasure. It’s a love affair with reality television.

Not all of it. Certainly not those programs where individuals and couples are exploited and / or humiliated in the name of entertainment.

If it is a light-hearted cooking, travel adventure, singing about a sad but inspirational story, or a renovating competition, I’m hooked… don’t even get me started on how much I relish in Gogglebox!

I love the performance, pace, emotion and the upbeat sound tracks.

From an ‘issues management’ perspective, there are some lessons to be taken from reality television – they are the perfect example of what NOT to do when faced with a crisis.  

1. Preparation is key

Our beloved TV stars are thrown in the deep end in the name of entertainment. Businesses cannot and should not wing it. You need to be constantly scanning for issues online and in your marketplace. In your toolbox have responses and actions for what to do in a crisis. Ensure you have trained spokespeople, processes in place and the tools to monitor and communicate with audiences when issues arise.

2. Practice makes perfect

Reality TV puts its ‘characters’ under constant pressure so they crack under the lights. Fortunately, businesses aren’t constantly under this ‘level’ of scrutiny. However, if an issue arises, you need to know your key messages thoroughly so they can be delivered sincerely, with authority and so your stakeholders can be reassured that you are in control and an expert on the topic you are being questioned about.

3. Keep your friends close

Furthermore, make sure you and your colleagues are all on the same page – your team should be your ambassadors. Internal communications should always be forefront of mind, prioritised and employees briefed and onboard in respect to company policy. Make sure colleagues are aware of processes for managing queries from external parties. For example, what is the policy if staff are approached by the media? Do they know where to direct any customer complaints?

In the digital space, make sure you answer stakeholder questions, don’t let online comments fester and remember social media is supposed to be a ‘social’ platform to have conversations with your audience.

4. No surprises

When it comes to your business, you are in control of your own destiny. There are no producers manipulating, controlling environments and creating stressors. You will often have the big picture and the power to do your job well. But you need to take care. Are you aware of your stakeholders and their potential issues / concerns / interests? Early consideration, planning and review will ensure you will be aware of how your actions may impact on the communities in which you operate and provide opportunity for you to plan any communication required.

5. Building your network and protecting your reputation

The reality of reality TV is only a handful of your favourite celebs will go on to fame and fortune. Unlike our reality TV characters, you have an opportunity to establish relationships, build a profile and communicate with your stakeholders proactively to ensure you can establish goodwill and trust.

Businesses need to be proactive in respect to issues management rather than be caught out like a reality TV star. 

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