gracepowell pp
TRANSCRIPT
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British Broadcasting Corporation
Crisis Analysis
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Who is BBC
• Public Service broadcaster in London, England
• Over 23,000 employees
• Largest Broadcaster in the world
• Mission: Enrich people’s lives with programs and services that inform, educate, and entertain
• Vision: Be the most creative organization in the world
• Values: Trust, value, quality, respect, and creativity
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History
• Established in 1922 by 6 telecommunication companies for experimental radio signals
• 1927 became public service provider by Royal Charter
• Adopted Coat of Arms and phrase “Nation shall speak peace unto nation”
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Services Today
• Expanded to radio, TV, internet, and commercial business
• Services paid by license fee
• License fee is set by government and everyone who watches or records TV are required to pay
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BBC International
• 1932 began broadcasting internationally
• BBC World in 32 languages
• BBC’s World Service funded through grants and broadcasts 24/7 to 188 million
• BBC Worldwide is BBC’s commercial media outlet
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BBC Management
• BBC Trust-12 trustees appointed by British monarch. Develops strategy and oversees executive board
• Executive Board- Turns trust vision into reality through operational management. The director-general is Michael Thompson
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Top Gear
• Popular British TV show on BBC
• Presenters- Jeremy Clarkson, Richard Hammond, and James May
• Showcase cars and other motor vehicles
• Presenters rely on crude humor
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Crisis
• Controversy began when presenters discussed launch of Mexican sports car “the tortilla”
• Criticized Mexicans
• “lazy fleckless, flatulent, overweight, leaning against a fence asleep looking at a cactus with a blanket with a hole in the middle on as a coat”
• “refried sick”“because at the Mexican embassy, the ambassador’s going to be there asleep with a remote control”
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Ambassador Response
• Wrote letter to BBC calling statements “offensive, xenophobic, and humiliating”
• Demanded apology
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Verbal Response
• Apologized to ambassador 5 days later calling comments “rude and mischievous” but no “vindictiveness”
• Response to viewer complaints said the comments were clearly exaggerated and Top Gear regulars would understand the British Humor used.
• Responses were sarcastic and unapologetic
• Under pressure edited clips for international broadcast and blocked them from YouTube
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Non- Verbal Response
• BBC ultimately denied doing anything wrong so did little internally to fix the problem
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Media Response
• Started in UK and went international
• Media critical of BBC
• Thought comments over the top
• Believed a publicity stunt
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Stakeholder Response
• British regulator OfCom said BBC was in the right
• Small backlash in UK because of population
• Mexican government leaders unify to make statement demanding apology
• Mexicans boycott British
• Board and other Mexican companies consider suing
• Social Media goes crazy over controversy, mostly critical
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Recommendations
• Immediately apologize for statements in a sincere manner
• Apologize to ambassador personally
• News Conference
• BBC officials visit Mexico personally
• Top Gear commentary approved before airing