Personally, when I think about Public Relations my mind always goes back to that wonderful day on January 6, 2005, when a train carrying tons of toxic chlorine crashed in my hometown ultimately killing 9 people, hospitalizing over 500, and evacuating around 5500, including me (Read More). Public relations representatives became very important in our community for the next 4 months. The train company responsible for the wreck, Norfolk Southern, sent a countless number of PR personnel to “handle the situation.” Every time you turned on the TV there would be someone from NS talking about how they were going to handle the situation. This group of people had to work fast to come up with a plan. I remember that within a couple of days Norfolk Southern had set up a few sites where evacuees could come to seek medical attention, claim money owed to them from hotel stays, food or clothes, get supplies, etc.
The train company had lost a lot of respect in the eyes of our community. They did everything they could by paying for a lot of the damages. My church got a new organ, piano, sound system, rails, and cross out of it. They even helped us purchase a memorial to be placed directly across the wreck site. For a company that was facing one of the biggest lawsuits of their time, I would have to say that they handled the situation very well.
On the other hand, Norfolk Southern wasn’t the only PR group that was highly involved in the story. Our Sheriff’s office PR rep, Michael Frank, was constantly in the soptlight. He had to explain what the city was doing to help and how residents of Graniteville could overcome this. As you would assume, Norfolk Southern gave our town a LOT of money. The Sheriff himself, Mike Hunt, made many TV appearances in the month following. Mike Hunt was responsible for getting a large chunk of that money to the Sheriff’s office. A few community leaders, well one in particular, got upset about that because he thought the money should go to the local volunteer fire department, which was now down to zero trucks and no building thanks to the train wreck that happened almost right in front of the fire department. A fued broke out between Mike Hunt and this other man Phil Napier. It was all in the local newspapers. Everyone knew about it. But that ol’ PR rep from the Sheriff’s office had to be the one to get on TV and tell the community how the fued was being handled. Poor guy. No wonder he’s moving away.
Needlesss to say, my overall opinion of PR reps has been generally decent. I respect the challenges they face and how they handle them with such grace. I think in the situation I described, everything was handled fairly well. Almost two years later people still talk about it in my hometown. But what can you expect from a town that, prior to the incident, wasn’t even on the map?