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Posts Tagged ‘Sandra Fluke’

How to Handle Host’s Controversial Comments

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This week, Perry Michael Simon at AllAccess.com interviewed me for his “10 Questions with…” feature. One of the questions he asked lead to a more complex answer than I’m sure he was looking for, but it bears repeating.

What’s the best way to handle a host’s controversial comments — when is it best to unequivocally support the talent and when is it best to apologize or suspend or cut bait and run?

Well, I’ve encountered quite a few controversial on-air moments from dealing with Rush’s comments on Sandra Fluke to local hosts who get too graphic, push the envelope too far, or fail – offensively – at an attempt at humor. When I was at ESPN, Colin Cowherd used to say his job was to walk so close to the line each day that I’d be uncomfortable at times. He did his job well.

If I hear it and don’t get any complaints, my main reaction is to pull the audio, listen to it again, pull the offenders into the office, listen to the piece, have a conversation, and explain why I believe it was out of line. I usually offer suggestions on how it could be handled differently.

complainersIf you’re dealing with listener complaints it’s tricky. If you apologize too quickly, it shows a lack of faith in the product. If you’re too defensive it appears the station is deaf to criticism. While at KIRO FM, my GM Carl Gardner shared a great document with me on how to deal with listener complaints and I still have it. Here are the main points.

  • Take all calls seriously. Respond to everyone. You may learn something new about your product.
  • Don’t exaggerate and don’t let others exaggerate. People like to say, “we’re getting TONS of complaints…advertisers are cancelling business!!” – when, in fact, it maybe a handful of complaints or less. Seek the truth, don’t let people spread myths.
  • Resist the temptation to apologize, argue or debate. Listen carefully with empathy. Most callers just want someone to hear them out.
  • If something was said factually wrong — own it. If you were wrong – apologize. If someone is offended, explain the nature of some programs is to stimulate debate and discussion.
  • If you haven’t personally heard the remarks at issue, insist on hearing them yourself before responding. It’s impossible to respond intelligently to something you’ve never heard, in context, yourself. Many times what is ‘heard’ is taken entirely out of context.
  • Likewise, determine if the person complaining actually heard the comments or are responding to something they were told.
  • Don’t share every complaint with the air staff. Any show working to break through will be noticed and at times disrupt listeners and advertisers. Sharing every bit of feedback can have a negative impact on their confidence.
  • Believe in your product. Even though complaints can be uncomfortable, be confident and positive about your station, while remaining open to constructive feedback.
  • People will tell you they’re boycotting your customers and writing them letters – they rarely do.

Beware of “The Line”

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Shan Shariff

“I just thought it was sick.”

Shan Shariff is host of The New School on 105.3 The Fan in Dallas.

“First off, I didn’t think it was funny at all. Sometimes you can maybe, maybe in my opinion, get away with some of that stuff if the bit is at least funny — but wrong. But, the thing I thought was it sucked. It was just a terrible, terrible bit. It wasn’t funny. I thought it was just disgraceful.”

He’s talking about the attempt at humor this week on a sports talk radio station in Atlanta. The three morning guys – all fired now – executed a bit about Steve Gleason, the former NFL player suffering from ALS.

Deb Slater and I talked to Shan in Episode 6 of the Radio Stuff Podcast (listen here). We also talked to Bean of Kevin and Bean from the “World Famous” KROQ in Los Angeles, Terry Jaymes of the nationally syndicated Lex & Terry Show and Terry Jaymes Alive podcast, and Fred Jacobs, President of Jacobs Media.

We all agree the bit crossed a line.

Ah, “the line.” Every talent deals with it. What is it? Where is it? How do you find it?

Shan can sense when he’s approaching it, “My show overall definitely flirts with the line a lot.”

“No one knows what the line is. The FCC doesn’t know what the line is.” Gene Bean Baxter has no doubt he’s crossed it –where ever IT is, “Well, of course, I mean I think something on our show crosses someone’s line every day.”

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Terry Jaymes

Terry just got off an apology tour, “I didn’t even know what the situation was. We had to go back and listen to it. When I heard it, I said, ‘oh, this is not good.’” It was a fleeting, over-the-line remark from Lex about a murdered transvestite. It was unplanned, unfunny, inappropriate, and, “It sounded very hateful.”

Enter Fred Jacobs, President of Jacobs Media.

“What is offensive is a moving target over time.”

Oh, isn’t that special? Imagine being a blindfolded tight rope walker, but every night as the blindfold is put over your eyes, they move the guide wire.

Even so, Fred believes talent should know where it’s moved to.

“Air personalities need to have a basic understanding of where the lines are, again with the proviso that the lines are often gray or even blurry.”

So, how do personalities deal with this blurry, gray, moving line of what’s acceptable?

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Gene Bean Baxter

“I think the lesson is that if you have a job like mine, or like the guys on the show in Atlanta, you are taking your livelihood in your hands – in my case 22½ hours per week, every time the mic is open —  it’s possible that you might say something that will get you fired. That is the hard reality of the truth.”

It’s also a sad reality for a guy like Bean who has been on the air for 24 years. And not a reality that is necessarily fair in his opinion,

“There aren’t a lot of occupations where you get fired for making a mistake. Think about it, a doctor can misdiagnose someone, a mailman can deliver a wrong letter every once-in-a-while, a policeman can shoot someone by accident – they don’t always lose their jobs over it.”

Shan tries to avoid being the edgy comedian, “I don’t make cancer jokes. I don’t make AIDS jokes. I don’t make tornado jokes. I don’t do that stuff.”

On the Lex & Terry Show it boils down to their intentions behind a bit, “We never set out, in our entire 20-years, to hurt anybody, to say anything wrong, or anything like that. We don’t want to be controversial. We never fight with other morning shows. All the regular schticky things they do…we’ve never done that.”

TIMES, THEY ARE A CHANGING.

Terry has seen a sea change over the past 20 years of hosting Lex & Terry, “It used to be you could say whatever you want, got fired and ended up making more money somewhere else. You don’t anymore.”

Fred Jacobs senses a change too.

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Fred Jacobs

“I wonder, given the point and time that we’re at societally and culturally, whether this kind of radio – the Howard Stern, Mancow stuff and how that proliferated even into smaller markets —  if that hasn’t maybe totally run its course.”

“Maybe people are just getting tired of the anger and tired of the humiliation. You know it even kind of rolls into the whole bullying conversation. You know whether it’s Rush Limbaugh calling Sandra Fluke a slut or these guys making fun of a former athlete who has ALS, I just kind of wonder if that kind of bullying and humiliation, perhaps, hasn’t just run out of gas. And if that’s the case, maybe that’s a good thing.”

SO, NOW WHAT?

The responsibility for what radio is and how it evolves falls on everyone’s shoulders; talent, programmers, companies AND listeners.

Shan knows as a talent he is responsible, “I did send a warning to my producer, to my co-host, and our call screener. I just said, ‘look, let’s continue to push the envelope, be edgy, but let’s use this as a warning. I think it’s really good to have warnings that scare the hell out of you. And that one should scare the heck out of any single person that works in our industry.”

Bean dreams of a day when companies step up to support talent more in these situations. He doesn’t think the guys in Atlanta should have been fired.

“I was very disappointed a couple years ago when my own company fired Don Imus over his remarks. That remark was consistent with the show they had been paying him to do for years and years and years on that station. But, just because enough people got upset they fired him for that. I think they should have stood by him and said, ‘ look, this is the kind of show Don Imus does. If people stop listening to it then we’ll fire him, because it won’t be profitable for us anymore.’”

Bean also believes listeners play a role.

“If I tune into a show and I’m offended by something that I hear on that station, so what?”

He believes shows can have momentary lapses of judgment and still recover.

“If they have a good relationship with their listeners – they are going to forgive them for a misstep , are going to say, ‘Wow, that was out of line dude, but I know you because I’ve been listening to you for a long time, so come back tomorrow and do something better.’

Fred Jacobs is pointing to talent and PDs. He writes about is passionately and eloquently in his blog post, “Stupid DJ Tricks.”

“I think when you communicate well with talent – they understand you and you understand them —  the likelihood of this kind of thing happening lessens a great deal.”

MY CONCLUSION

Based on these conversations and my observations, radio is going through some growing pains as it evolves and redefines itself. The line is moving. It’s moving away from sophomoric humor, on-air bullying and sidekicks running around with underwear on their heads. It’s moving towards something that’s enriching, entertaining, enlightening, and empowering. And it’s moving, because listeners expect more, companies expect more and hopefully we expect more from ourselves.