6 key occasions when your CEO should be the key spokesperson

From crisis communications to unveiling that brilliant new product, your head honcho should recognize these high-profile moments to step up and be the face and voice of your organization.

When your CEO should be the spokesperson

Public relations teams and their agencies routinely urge leaders to build a public profile through social media and high-level content.

When should the CEO of a major company serve as its public spokesperson? How should a public role align with an organization’s business goals?

Research by Chief Executive magazine and the USC Annenberg Center for Public Relations suggests that many CEOs don’t prioritize participation in a public conversation that departs from tangible business goals. Forty-four percent of 210 CEOs surveyed said their most important communication goal for 2019 was to sell the company’s products and services, and 60% said they were unlikely to speak out about any social issue. For those who said they did plan to speak publicly about issues, the most pressing topics named were data privacy, healthcare, and diversity and inclusion.

When asked which communication strategies they considered most valuable, social media and online influencers were chosen by 30% of the CEOs, nosing out original content distributed through their company’s own channels, which was named by 28%. It’s good news that corporate leaders are starting to appreciate the power of social media, but progress has been slow.

Some CEOs—including Elon Musk or Marc Benioff, for better or worse—are masters of PR, and even those who aren’t household names have used social media to become visible and connected. Check out Brunswick’s list of the most-connected CEOs, topped by Walmart’s Doug McMillon. Being the steward of a company’s image and reputation comes with the job.

Most chief executives aren’t rock stars and don’t embrace the role of brand spokesperson. Many lack the time or commitment to deal with journalists.  They don’t trust news outlets, and they might be wary of social media and its risks—or, as the Annenberg study suggests, communication goals and plans don’t sufficiently align with business priorities.

Most professional communicators agree that a CEO with journalist relations and social media skills can be a great asset to any company, particularly an early-stage tech company or an entrepreneurial venture.

We in public relations can do better at guiding our clients on the value of a public profile and the CEO’s own role in building one. Most important, the top leader’s role should support business goals.

Here are six spokesperson duties a PR-fluent CEO should undertake:

1. Showing leadership during a crisis. If the company’s reputation is in jeopardy, its CEO becomes the chief emergency officer by default. In a high-risk situation, a PR-knowledgeable chief executive serves as a visible and steadying presence. He or she may not necessarily deal directly with the news media, choosing to use social media channels instead to issue a fast response and to control the reaction. A truly critical event, such as one that involves loss of life, major litigation, or a viral story like the United Airlines incident of 2017, usually requires an ongoing commitment by the company chief.

2. Announcing a new strategy. It’s not always about crisis management. A new direction or shift in corporate strategy is best announced by the chief executive, who will confer more authority—and generate greater media attention—than other officers. CEO involvement typically translates into valuable earned media coverage that may be used to communicate company direction for customers or partners through the megaphone of business or trade press and social media.

3. Launching a key product. Technology company CEOs often participate in announcements of new products at major trade shows or forums, even if it’s just to introduce a senior product executive who will then officially unveil the priority product and go through a features overview. The involvement of the top exec signals that it’s a priority launch and a move to watch.

4. Advocating in the face of government or regulatory scrutiny. There are risks to advocacy, but this is an area where business goals and social values can be tightly aligned. The PR-savvy CEO is typically the best advocate in times of regulatory review, where legislation may threaten the industry, or where it is needed.  A clear position on an issue, well articulated at the top, helps advance a company or industry viewpoint, and it offers crucial public support to allies, employees and customers in what is often a lengthy PR battle.

5. Managing a corporate transition. It’s important to stakeholders that a new chief executive, or one who takes the helm in an environment of change or uncertainty, make his vision clear. A skilled corporate communications head will use the inherent news value of the change to generate media airtime, op/ed space or owned content to communicate the company position, manage the transition and pave the way for a new era of leadership.

6. Signaling a cultural shift. The CEO acts as chief engagement officer with company employees, particularly during a turnaround, and sometimes his role goes further. That happened when Dara Khosrowshahi was installed as CEO of Uber in 2017. The company had grown fast, in part because of the hard-charging personality of founder and former CEO Travis Kalanick, but the resulting culture became toxic. When Kalanick was forced out, Uber took the unusual step of going public with its message, using its new chief as messenger. The relatively mild-mannered Khosrowshahi appeared in national television ads where he explained its new cultural values and vowed that Uber would be a “much, much better service.”

Dorothy Crenshaw is CEO of Crenshaw Communications. A version of this post first appeared on the Crenshaw Communications blog.

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