When half a million listeners to the UK's Jazz FM station were relaxing last Saturday evening to the cool sounds the station normally produces, they were shocked to hear what appeared to be the soundtrack of a very explicit soundtrack to a gay pornographic film. I did not personally hear the broadcast (and luckily for the station, it appears not to have made it on to You Tube), but we can assume from the description of the incident that it went beyond comments like "Hey I love your sweater, is that this year's Ralph Lauren? Can I buy you a drink?"
There's a sense where this can seem funny. It makes water cooler chat. But as a former radio presenter, let me tell you that people do not like unexpected profanity on air. And they don't like sex soundtracks on air at any time, especially on a jazz station with such a loyal following. It's serious for the station. It also puts their licence to broadcast under threat. Broadcasting indecent material is a serious breach of the UK broadcasting regulator rules and could lead to the licence being revoked.
If faced with a crisis, don't panic. Just do the right thing. Jazz FM did exactly that.
Firstly, they apologised: "Unfortunately, we had an unauthorised access to the live feed on Jazz FM on Saturday 18th February at 7.15pm which resulted in a highly regrettable incident. Please accept our profound and sincere apologies for any offence that may have been caused and rest assured we have taken steps to ensure there will be no repeat of this incident." The statement is signed by Mike Vitti, the station's head of programming. It's good to personalise apologies, although the executive then puts himself in the firing line, so Mike was brave and took responsibility. Consumers like that. The statement was not hidden but put on the website in bold type. They also apologised on air. It felt like they meant it.
They also issued a media statement: "There was some unauthorised activity and inappropriate behaviour in the studio on Saturday evening – activity we take extremely seriously. An investigation regarding this matter began immediately and should it be necessary, disciplinary action will be taken against the individual concerned." They told the media the problem was caused by "unauthorised activity and inappropriate behaviour in the studio".
The line in the statement that they have taken steps to ensure this never happens again suggests they already know how it happened. If they don't it's a hostage to fortune. But announcing an investigation is always the right thing to do (and incidentally, important in the UK to comply with fairness requirements of employment law should disciplinary action follow).
Clear, unequivocal statements, but not over the top. And keep the emotion out, which the management will undoubtedly be feeling.
Jazz Fm's prompt actions have resulted in a serious issue being contained. Issues not dealt with become crises.
When I was being trained as a presenter in commercial radio, Sandy Wilkie, then the head of Radio Tay in Scotland gave me the most important piece of advice. "Never say or do anything in a room where there is a microphone or camera present that you would not want the world to hear. Even if you think it isn't connected. Because it might be. Accidentally." It's advice that every broadcaster and also guest should have inscribed in their brain. If they did hundreds of mishaps every year would be prevented through this basic mistake.
There might be one more problem for Jazz FM. If the company which produced the "material" which was inadvertently broadcast identifies it, they will sting the station for a copyright fee. Because the broadcast wasn't cleared it will be punitive. It doesn't matter whether the broadcast was intended or not. However, quite how they will tell it was their film is beyond my expertise.
Footnote on deaths in Syria:
The deaths of Marie Colvin and Remi Ochlick in Syria are a grim reminder of the cost journalists, photographers and those who support them face in supporting democracy round the world. When the BBC opens its new News and Radio Centre in central London this year- the largest live news centre in the world - it has on its roof an art work by Jaume Plensa from which a laser beam will shine high into the sky each evening for two minutes (with the permission of the Civil Aviation Authority). Inaugurated by the Secretary-General of the UN, it is a visual and moving memorial to all who have died (not just those from the BBC) in reporting news. The risks journalists face is something that is one of the most underreported issues. It's the kind of journalism that has and will always really matter.
(Posted from Singapore)
There's a sense where this can seem funny. It makes water cooler chat. But as a former radio presenter, let me tell you that people do not like unexpected profanity on air. And they don't like sex soundtracks on air at any time, especially on a jazz station with such a loyal following. It's serious for the station. It also puts their licence to broadcast under threat. Broadcasting indecent material is a serious breach of the UK broadcasting regulator rules and could lead to the licence being revoked.
If faced with a crisis, don't panic. Just do the right thing. Jazz FM did exactly that.
Firstly, they apologised: "Unfortunately, we had an unauthorised access to the live feed on Jazz FM on Saturday 18th February at 7.15pm which resulted in a highly regrettable incident. Please accept our profound and sincere apologies for any offence that may have been caused and rest assured we have taken steps to ensure there will be no repeat of this incident." The statement is signed by Mike Vitti, the station's head of programming. It's good to personalise apologies, although the executive then puts himself in the firing line, so Mike was brave and took responsibility. Consumers like that. The statement was not hidden but put on the website in bold type. They also apologised on air. It felt like they meant it.
They also issued a media statement: "There was some unauthorised activity and inappropriate behaviour in the studio on Saturday evening – activity we take extremely seriously. An investigation regarding this matter began immediately and should it be necessary, disciplinary action will be taken against the individual concerned." They told the media the problem was caused by "unauthorised activity and inappropriate behaviour in the studio".
Clear, unequivocal statements, but not over the top. And keep the emotion out, which the management will undoubtedly be feeling.
Jazz Fm's prompt actions have resulted in a serious issue being contained. Issues not dealt with become crises.
When I was being trained as a presenter in commercial radio, Sandy Wilkie, then the head of Radio Tay in Scotland gave me the most important piece of advice. "Never say or do anything in a room where there is a microphone or camera present that you would not want the world to hear. Even if you think it isn't connected. Because it might be. Accidentally." It's advice that every broadcaster and also guest should have inscribed in their brain. If they did hundreds of mishaps every year would be prevented through this basic mistake.
There might be one more problem for Jazz FM. If the company which produced the "material" which was inadvertently broadcast identifies it, they will sting the station for a copyright fee. Because the broadcast wasn't cleared it will be punitive. It doesn't matter whether the broadcast was intended or not. However, quite how they will tell it was their film is beyond my expertise.
Footnote on deaths in Syria:
The deaths of Marie Colvin and Remi Ochlick in Syria are a grim reminder of the cost journalists, photographers and those who support them face in supporting democracy round the world. When the BBC opens its new News and Radio Centre in central London this year- the largest live news centre in the world - it has on its roof an art work by Jaume Plensa from which a laser beam will shine high into the sky each evening for two minutes (with the permission of the Civil Aviation Authority). Inaugurated by the Secretary-General of the UN, it is a visual and moving memorial to all who have died (not just those from the BBC) in reporting news. The risks journalists face is something that is one of the most underreported issues. It's the kind of journalism that has and will always really matter.
(Posted from Singapore)
