Carol Thatcher, the Iron Lady’s daughter, has been in the news because of a remark she made following a BBC programme she had been appearing on. I’m not going to comment on what she said, or on the subsequent actions of the BBC, or the heated debate it has provoked in the pro and anti camps.
What I do want to comment on is something which is an important lesson for anyone in business, in public life, or in general. There is no such thing as a private conversation.
If Carol Thatcher thought it was safe to say something in a ‘private meeting’ as opposed to on air, she is very much mistaken. In these days of instant communications nothing can stay private or confidential for very long.
Most people will remember Gerald Ratner’s speech to the Institute of Directors in 1991. He thought that was a ‘private function’ which would not be reported, and so felt safe in making his infamous ‘jokes’. Among them: “We also do cut-glass sherry decanters complete with six glasses on a silver-plated tray that your butler can serve you drinks on, all for £4.95. People say, “How can you sell this for such a low price?” I say, because it’s total crap.”
He compounded this by going on to remark that some of the earrings were “cheaper than an M and S prawn sandwich but probably wouldn’t last as long.”
The reporting of his comment led, very quickly, to the demise of his company, and demonstrated very clearly the value of branding and image over quality – and how that can be easily destroyed by a careless remark.
You don’t need a journalist hidden somewhere to send such a statement out into the wide world. Many people carry mobile phones which can record sound, take pictures and email the results. Social networking and mini-blogging sites are powerful vehicles for getting information into the wider community.
The recent plane landing on the River Hudson was photographed on a phone and was posted on the mini-blogging site Twitter within minutes.
We live in an instant world of instant communications which can lead to instant fame or infamy.
So some useful business rules to remember are:
• There is no such thing as a private meeting
• Never put in writing something which you do not wish to be published somewhere, somehow.
• Never hit the “reply to all” button on an email unless you have checked who is included in ‘all’
In addition every employee in your business should be trained, not just to communicate well, but to understand the impact of poor, inaccurate, or just plain old careless communications. You know it makes sense.