Reading the review of Trust Me, PR is Dead in the Financial Times my jaw dropped when I got to this line:
“Recently, tour operator Thomas Cook was criticised over its handling of the death of two children during one of its holidays: it did not need to overhaul its business model, it needed better communications advice.”
How can anyone seriously believe Thomas Cook doesn’t need to overhaul its business model and that simply communicating better would fix anything? That is naive.
What Thomas Cook needs to do is behave more responsibly. For what it does to be framed and guided by human decency and ethics. Simply trying to fix what went wrong in this tragic case doesn’t get to the heart of why it happened in the first place. Such morally dubious behaviour can only have happened in a company where ethical behaviour isn’t baked into its corporate DNA.
That’s not just communications. What Thomas Cook needs is real public relations, which is far more about what you do than what you say. Reputation is not shaped by what you say, but what you do. The good communications part is listening to better understand what you should do and then telling people what you are actually doing.
The Thomas Cook fiasco demonstrated a failure of governance, not just a failure of communications.
Repeat after me:
“Public relations is NOT just communications. Public relations is not marketing. Public relations is the management discipline that looks after reputation, which is what you do AND what you communicate.”
You can read my review of a preview copy of the print edition of Robert Phillips’ book here – Trust Me, PR is Dead – long live public relations. And more about what public relations really is here – What is PR? A definition for 2015.