What is Fyre Festival?
Fyre Festival was a failed luxury music festival created by CEO of Fyre Media, Billy McFarland and rapper Ja Rule. The festival was created with the intent to promote the Fyre app for booking music talent, but turned into complete disaster that had guests stranded in airports, unable to get home and some without any food or water.
The Fyre Festival incident became a widely spread crisis all over social media. The subject gained even more popularity with the recent release of a pair of documentary films presented on both Netflix and Hulu. After the release of the film in January of 2019, the news of the Fyre Festival disaster spread even more.
The infamous Fyre Festival has captivated a world audience. People are stunned that an event of this size and magnitude was able to be held despite so many obvious flaws in the event planning. In today’s society, crisis communication skills is important for mass communications professionals because it is essential for businesses and organizations to remain credible and trustworthy. Crisis communication planning can help individuals effectively deal with unexpected disasters or unusual events that may harm an individual or an organization. Crisis communication is an important skill for anyone in the mass communication field to understand.
What was the problem? How does it deal with Crisis Communication?
Crisis communication plays a huge role as a mass communications major. While taking your classes at Manship, your courses will bring up the subject of crisis communication quite often. Whether if your concentration is public relations, advertising, journalism or political communications, as an individual or organization, you want to find the best possible solution when it comes to protecting your reputation.
Here are some technicalities that Fyre Festival could have done differently and where you can learn from –
1. Take Responsibility
The problem for Billy McFarland and Ja Rule when it came to the Fyre Festival incident was that they did not take responsibility. Instead, they both ignored the problem and told their communications team to do the same.
If you are working in public relations, you do not want to cover up the PR crisis because it will only make matters worse. Instead, you want to take responsibility by react and respond immediately whether you write a press release or post on social media.
2. Be Transparent
The official response released by Fyre Media stated that “Due to circumstances out of our control, the physical infrastructure was not in place on time and we are unable to fulfill the vision safely and enjoyable for our guests.” A media festival consultant who helped work on the Fyre Festival explained that the statement was a complete lie. According to Marc Weinstein, music festival consultant, that Billy McFarland and the team who help orchestrate the festival had complete control and time to get everything under control before the chaos began.
For someone who works in media relations, the most important thing is to be honest and transparent with our audience. In order to maintain your brand’s integrity and credibility, you must be proactive in your communication, and admit fault where needed.
3. Be Ready for Social Media Backlash
In today’s society, news travels around quickly on social media. The backlash that Fyre Media received on social media was uncontrollable. A guest at the festival posted an image of the food they received on Twitter and within hours, the photo spread all over social media. They were unprepared and their solution to the social media backlash was to delete negative comments under their social media platforms.
Deleting your audience’s comments posted on social media can make your company or organization look sneaky. Transparency should be your ultimate goal, especially when creating your crisis response. If you delete negative comments, other followers are sure to notice. This type of action will reflect poorly on your organization and your handling of a particular crisis.
When working in mass communications, social media plays a big role. One way to demonstrate an excellent customer service and transparent company is to answer online complaints in a timely manner. If your social media accounts receives and influx of comments, you should consider creating a comment policy within your media team. Information can spread on social media rapidly so remain calm and reply with an honest and authentic response in order to keep trust within your company.
4. Work with Your Team
The issue for Fyre Media was that Billy McFarland did not work together with his team. When the situation got worse and was spreading on social media like rapid fire, Billy McFarland and the communications team acted in a way that was every man for himself. The crisis management team was unable to work together with the executive department or anyone in Fyre Media to effectively come up with a solution. The CEO, Billy McFarland left everyone with unanswered questions and left the media department with nothing to give back to the audience.
In the mass communications field, you will most likely be working with the public relations team, advertising department, executive team and marketing managers to help recover the problem. The purpose of a crisis management team is to manage and lead individuals in order to communication important information to all departments.
5. Ethics
During the Fyre Festival incident, there were numerous amounts of information that the communications team withheld from the public. It was due to a combination of the CEO not communication with his team and him telling the communications team to keep the situation quiet. By acting this way and withholding pertinent crisis-related information it was unethical.
Organizations have ethical responsibilities before, during and after a crisis. Responding in a timely manner, being honest, and open gets a company through the difficult times, even make a company’s reputation stronger. As a communications professional, you want to think about whether your actions are ethical because remember that you are representing the company’s brand as well through your actions.
Takeaways
The actions taken by Fyre Media to resolve the crisis that occurred during the Fyre Festival disaster not only wrecked the company’s reputation and brand, but took a dramatic toll on the employee’s personal and work lives. Take note that as someone who works in the field of mass communications, remember to always take accountability for your actions, be transparent, and respond in a timely manner. Your audience will always be watching on social media and you want to maintain your company’s credibility as much as possible. Let’s take the Fyre Festival crisis and learn how to better ourselves as communications professionals.
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