Public Relations & Social Marketing Insight

You’ve just delivered the perfect media response. Your answer is on message and perfectly quotable. It will accomplish everything you had hoped.

Then…you say more.

It pains me to see an answer that was brilliant in its first 15 seconds become diluted when it lasts for another minute. An extended answer also risks introducing secondary and tertiary points that offer reporters the ability to quote something relatively unimportant. And sometimes, those unnecessarily long answers lead to a “seven-second stray,” an off-message line that becomes your only quote from the interview.

When I see our trainees deliver a great answer—and then keep going—I tell them this: “When you score a touchdown, get off the field!”...

The question he feared most looked something like this:

“What would you say to one of your customers who purchased one of your older—and therefore less safe—products?”
To help the executive develop an answer, I asked whether he viewed the older products as unsafe. “Absolutely not,” he said. “Best in the marketplace. But the new ones are even safer.”

Based on his response, I immediately categorized the question as a “false frame” question, because it contained a logical-sounding but incorrect assumption. The question’s frame was wrong, meaning we’d have to create a new and more accurate one.

To do that, I advised him to quickly rebut the false frame and then immediately make a positive and confident case that looked something like this...

The prevailing wisdom in PR has been that you should keep hammering away at the key messages you're trying to get across in a media interview, no matter what.Is the reporter asking you a completely unrelated question? Doesn't matter—repeat your key message.

Do they want to speak to you about an issue or topic your key messages don't even cover? Doesn't matter—repeat your key message.Is the interview a fairly relaxed conversation about your company's strategy, rather than a reputation-destroying crisis?

One size fits all—just repeat your key message.If you do this enough, this line of PR thinking goes, your points will stick and the reporter will repeat them. The industry even gave this approach a name of its very own: "block (the reporter's actual question) and bridge (to your key message)."

Great—except it rarely works....