When Crisis Strikes
By Steve Lapa
Lapcom Communications Corp
President
Can you define “crisis?”
Let’s start with “highly challenging,” move to “difficult,” layer in “nonstop pressure” and quickly fast forward to “intense circumstances.”
This is just from the outside looking in. From the inside looking out the crisis owns the clock and the emotions of its victims. Nothing else matters until the crisis is resolved.
Chances are your sales meetings have never addressed how to work with a local advertiser who is experiencing a marketing crisis. And that is because most managers have minimal experience working through a local advertiser’s marketing crisis.
Large-scale businesses typically coordinate consulting firms, experts, and major ad agencies. Think Tylenol, Chipotle, even VW. But chances are your local direct advertiser may not have the time to coordinate a full-blown crisis management team and responding to their call is now in your in box.
Recently, I found myself knee-deep in executing a plan to help manage a large-scale crisis. The experience was an eye-opener. Hopefully, you can learn from what is next. Here are suggested steps:
— Communication is critical. Listen carefully, be empathetic, clarify all goals that may be hazy and finally get a clear understanding of any timelines.
— Collaborate. Be clear with everyone on your team about the situation. Review internal protocols for copy, production, available inventory, and pricing.
— Long-Term vs. Short-Term. When an advertiser needs to get the word out quickly and efficiently, the temptation to raise rates or forced packaging is real. It is guaranteed that your advertiser will remember the team that grabbed an oar to help guide them to a safe harbor as opposed to the team that grabbed a hammer to nail the budget to the wall.
— Coordinate. Stay in contact with your advertiser. Remember, the crisis owns the clock and your client is focused on solving the crisis, so common sense counts.
— When in doubt take the simple route. If copy is a problem, suggest options. If credit is a problem, suggest a plan. If a talent balks, come up with a back-up. In a crisis, hurdles become mountains and climbing mountains takes months of training. Keep the solution path simple and easy to navigate.
— This too shall pass. Your goal in any local marketing crisis should be to become an ally, a trusted, dependable resource so that when the crisis passes your relationship is cemented.
Take a minute to review and expand on those six take-aways. Selling in a crisis environment is rarely a simple experience. Hopefully, you will be a little better prepared when a marketing crisis strikes.
Steve Lapa is the president of Lapcom Communications Corp. based in Palm Beach Gardens, FL. Lapcom is a media sales, marketing, and development consultancy. Contact Steve Lapa via email at: Steve@Lapcomventures.com
Companies hire consultants to avoid experiments. We improve results by customizing and implementing Best Practices proven elsewhere. So, I’m about to break a rule, because advertisers in a super-opportune category have become a noisy blur.
spoke to a lot of Hoosiers, a lot of folks in Indianapolis, in part parts of the city, Republicans, Democrats, and Libertarians for that matter and their eyes just lit up. A very nice lady, she donated $5. She said ‘Abdul, that’s all I can afford to give, I really want you to be mayor.’ It’s for people like that who are of limited mean, who don’t have a lot to give, and just want to feel better about where they live.” Shabazz is a weekend host on WIBC-FM and is founder and publisher of IndyPolitics.org. He formed an exploratory committee late last year to look into the feasibility of a campaign for mayor. He joins Pastor James Jackson on the GOP ticket in the May primary.
announcer Tom McCarthy, will serve as pregame and postgame host for broadcasts along with providing play-by-play for select games. Audacy New York market president Chris Oliviero states, “As we round the bases towards Spring Training, we’re proud to officially welcome Keith Raad and Pat McCarthy to our popular coverage of Mets baseball alongside Mets Hall of Famer Howie Rose. Once again, the Mets offseason has created anticipation and optimism for the 2023 Amazins’ and we’re looking forward to being the audio home for every moment on-air and digitally.”
Every radio sales presentation should start with one powerful number. This number – often found under the Sphinx – will dazzle any buyer, but is rarely revealed. The number is Homes Using Radio (HUR). Once upon a time it was part of the conversation. HUR shows how many people are using radio at any given time, a total number.
the 3:00 pm to 6:00 pm slot currently held by Westwood One talk host Mark Levin. Sanchez says, “It is a thrill to be dominating my daypart in the format and I feel my audience growing exponentially right now. It’s a pleasure serving the Las Vegas market with the legendary station KDWN as my flagship.”
Answer.” Elswick notes that he’s beginning his 23rd year as a talk host in the Little Rock market. He says that with COVID protocols now in the rear-view mirror, he’s returning to hosting live broadcasts of the state legislature’s general session. Prior to joining Salem, Elswick served with iHeartMedia at crosstown news/talk KARN-FM.
an NFL prospect who played football at the University of Virginia and Texas Southern University. Norfleet worked for the Houston Texans and the Houston Rockets before transitioning into broadcasting as a host, analyst, and sideline reporter. iHeartMedia Houston director of AM programming Bryan Erickson says, “Stan brings amazing passion to everything he does. He has strong local ties and we’re thrilled to add him to the team.” Norfleet comments, “It is a tremendous blessing and honor to join the renowned iHeartMedia Houston family. I have long been a fan and avid listener of ‘Sportstalk 790’ and respect the history and contributions of its personalities. My affinity for Space City spans nearly two decades and I look forward to connecting with old friends and new listeners in the market.”
Kansas and Springfield, Missouri. iHeartMedia division president Nick Gnau says, “I am so excited to add Clyde’s leadership to an already strong cluster of markets in Texas. Clyde’s passion for our industry, his knowledge of our products and the success he has shown through many roles with iHeartMedia make him the perfect fit to lead this newly formed Area. I look forward to seeing these areas continue to succeed as one.” Bass most recently led the Arkansas Area. He comments, “It’s been my honor to be involved for the last 10 years with some of the legendary stations that I grew up listening to here in Arkansas, and now to be reunited as area president with the team in Texas makes me even more energized over what iHeartMedia provides to advertisers and listeners.”
piece’s “background” information and premises. In the article, Harrison supports the observation that the sale of EVs constitutes a small fraction of the current automotive marketplace and it will be years before they achieve a critical mass to impact the health of AM radio. In the meantime, Harrison asserted at this morning’s meeting of the TALKERS editorial board, “There are far more immediate existential threats to AM radio, not to mention FM radio, with which the broadcasting industry must contend.” He points out, “Relevance and identity! AM radio being dumped from dashboards is an innocuous thing to worry about. FM radio will be dumped from the dashboard as well… the entire idea of a radio-exclusive appliance is on the verge of obsolescence… and we’re not just talking about electric vehicles – we’re talking about all vehicles! We’re faced with an all-encompassing computer system at the fingertips and voice control of the driver and passengers.” Harrison continues, “In the meantime, today’s media consumers are savvy enough to know how to find their entertainment and information brands via the combination of Bluetooth and smartphone. Thus, the challenge facing both AM and FM radio – two increasingly irrelevant designations – is to maintain the importance, distinguishability and brand of the medium itself – R-A-D-I-O – and not let it get lost in an endless ocean of options available to the potential audience.” 
rated program in February 2015. The ‘Zolak & Bertrand’ show, along with Rob ‘Hardy’ Poole, have consistently maintained their #1 midday ranking in the market.” Bertrand comments, “I’m thrilled to be continuing at ‘98.5 The Sports Hub.’ I take great pride in having been a part of the station since its inception. I’m fortunate to have great teammates on ‘Zolak & Bertrand’ and as a group, we are incredibly thankful for our loyal listeners. It is their support and engagement that makes this job fun every single day.” Program director Rick Radzik states, “We are very pleased to have Marc continue on with ‘the Sports Hub’ for the coming years. Marc, Zo & Hardy have been entertaining Boston sports fans since 2015. To have that relationship continue for the coming years is a win for everyone.”
advanced their field and made a lasting impression on the industry. “The Kalb Report” was created by Marvin Kalb in 1994 who partnered with former CBS Radio Network general manager Michael Freedman, who served as executive producer of the series for its entire 28-year run. (Freedman went on to become president of the National Press Club in 2020.) New York Festivals says, “During its nearly-three-decade run, the series has provided a forum for prominent newsmakers and journalists to discuss the news media’s impact on American democracy. The guest list included Supreme Court justices, civil rights icons, network news anchors, best-selling authors, members of Congress, and influential leaders from across the media landscape.” Trophy winning entries in the 2023 New York Festivals Radio Awards will be celebrated at the NYF Storytellers Gala on April 18 at the Centennial NAB Show in Las Vegas. 
of a diverse audience while continuing to illuminate Black voices.” Chief executive officer Alfred C. Liggins III says, “For over 42 years, Urban One has understood the need for Diversity, Equity, and Inclusion, especially in sharing our varied experiences. We are proud to be a leader with the largest African American footprint in the media space. As the needs and concerns constantly evolve, we are dedicated to helping brands understand, connect, and best translate to Black and Brown communities. In our next iteration, iONE Digital will continue to be a catalytic force in media.” The company says, “iOne Digital portfolio focuses on key passion points and interests, including men’s and women’s lifestyle, sports, beauty, fashion, and entertainment. The iONE portfolio is comprised of Cassius, HelloBeautiful, MadameNoire, Bossip, NewsOne, GlobalGrind, HipHopWired, BlackAmericaWeb and Elev8; plus the social network for urban millennials, BlackPlanet, and three YouTube brands – The Fumble, Hollyscoop, and Nerdwire… Looking to the future, iONE Digital has also immersed their visual identity into the world of audio and podcasting by conceptualizing a ‘video first’ approach centered around the amplification of the all-new Urban One Podcast Network – a platform which iONE helps to fuel by bringing a wide range of podcasts to life.”
increase of 348,000 for the year, aided by a growing base of streaming-only subscribers. Net income for Q4 of 2022 was $365 million, up from the $318 million posted in Q4 of 2021. For the year, net income was $1.2 billion, down from the $1.3 billion reported in 2021. CEO Jennifer Witz says, “2022 was a strong year for SiriusXM, as we continued to focus on bringing consumers the best in audio entertainment both in-car and on the go, reaching record high revenue and record low churn. Our strong operating and financial performance in 2022 are a testament to our resilient business model and growing contribution from streaming, which helped us deliver 348,000 net new self-pay subscribers. In 2023, we expect SiriusXM to deliver strong operating performance and generate significant cash, even as we face a challenging economic environment and continue to make material investments in our technology infrastructure.”
Steve DeLusant says, “Victor and Travia are the perfect combination to lead our sales efforts for ‘Power 105.1’ and the WWRL 1600 AM ‘Black Information Network.’ Both 
Victor and Travia have strong experience and knowledge working in the multicultural space. I am excited to have them join our team and watch them take our brands to the next level. Their additions will position our team for long-term success at iHeartMedia New York.” Giacomelli joins the iHeartMedia New York team from Audacy Denver where he was the director of sales. Charmont joins the iHeartMedia New York team from Audacy Atlanta where she was a senior AE.
hosted programs at WFLA, Tampa; KHOW and KKZN, Denver; and WLS-AM, Chicago; among others. Salem Radio Networks VP news & talk programming Tom Tradup hired Marvin at WLS. He tells TALKERS, “I brought Jay to WLS in Chicago by helping negotiate his way out of a contract he had with Carl Gardner at WTMJ, Milwaukee. We added him 10:00 pm-1:00 am and he was an instant hit, billing himself as “Chicago’s lovable manic-depressive” who championed striking cab drivers and teachers’ unions… so unlike our other conservative hosts at the time. Fans even turned out by the thousands for his annual “JayStock” festivals in Wisconsin. Jay was one in a million.”
been serving in a similar role with the company’s Tampa stations. Beasley chief content officer Justin Chase says, “One of Beasley’s goals for 2023 is growing our digital audience and Rachel has been one of the company’s top digital content leaders. She has helped to build a massive digital audience in Tampa, and we’re excited to watch her develop a similar strategy for our amazing Philadelphia digital brands.” Pitts comments, “I am excited to continue to help expand the digital footprint of Beasley Media Group. To have the opportunity to work with the legendary talent and brands of the company’s Philadelphia stations has been a big career goal!”