Tag Archives: public relations

Tanya Bettridge, a fire and life safety educator and essayist, offers a unique perspective on how lessons she derived from the recent U.S. Presidential Election can be used by fire and EMS departments to communicate better with their stakeholders.

The fire service needs to market its service as an insurance company does. The fire service provides services to its community that one never wants to call on, like insurance, but can't afford to be without when needed, also like insurance. This is not marketed enough. How many of people live without several insurance policies, e.g., life, health, auto, etc.? None. Yet fire departments in communities across the country are facing dire straits because of lack of citizen support in the voting booth or at fundraising time.

In the absence of factual information, most people will believe whatever they hear or will Social media mind mapmake up their own version of reality based upon their past experiences. In today’s “informational overload” world there are more than a few ways for people in a community to know what the men and women of their fire and EMS department are “up to”, both good and bad. Successful departments are those who've embraced social media in a proactive way to engage their communities in two-way communication.

Picture if you will the L. A. Police Department posting images and videos of the Rodney King incident. Or maybe imagine FEMA sporting "EMA porn" taken during Katrina in New Orleans on their website. Now imagine the public outcry that would occur if say LAPD made a music video out of the Rodney King beating with the soundtrack of Pat Benatar singing Hit me with your best shot or FEMA posting a video of the Katrina disaster images to the soundtrack of Scorpions singing Rock you like a hurricane. Two very extreme examples I admit, but just as questionable. In both cases, someone would end up with an express ticket to the unemployment line.

Not so fast! Are you still telling your stakeholders what YOU need or are you telling them what THEY need? In his best seller, The 7 Habits of Highly Effective People, the late Stephen Covey calls this “seeing the issue from the other person’s frame of reference and crafting your message so that it comes back to them through their frame of reference.”

The reality that's "hitting" home with many Fire & EMS organizations today, however, is that their citizens do have a choice. In the current economic climate, where most local governments are having to make tough fiscal decisions, elected officials and their constituents are making "buy" or "no buy" decisions regarding the public safety services for their community. Don't believe it? Look at how many cities, towns, and counties are laying off personnel, closing fire stations, cutting back on non-emergency services, etc.