Grenfell Inquiry reveals public relations failures
The Grenfell Tower Inquiry exposes failures in public relations practice, highlighting the need for transparency, accountability, and community engagement in institutional communications.
I've spent the summer studying philosophy, a key milestone in my PhD research. After spending two years studying literature, I must decide how my research will contribute to knowledge.
I'm investigating the conditions necessary for public relations to be recognised and applied as a management function within organisations and how this can be best achieved in practice. An aspect of this reflective process is deciding whether to take a critical or a positive perspective of practice.
After reading the executive summary of the phase 2 report from the Grenfell Tower Inquiry, it's hard to view the role of practice from anything but a critical perspective. Practice repeatedly supported organisations in protecting reputation over the needs of victims. It prioritised existing power structures, manipulated public opinion and obfuscated the truth.
1. Transparency and accountability
The executive summary emphasises failures in communication between the authorities and affected individuals, which eroded trust. For public relations practitioners, this underscores the importance of clear, timely updates to manage perceptions and avoid blame.
2. Community engagement
A lack of responsiveness to complaints and concerns strained relations between Grenfell Tower residents and authorities. Public relations efforts should involve ongoing community engagement, listening to concerns, and addressing them proactively to prevent mistrust.
3. Crisis communication preparedness
The lack of a coordinated and effective communication plan during the Grenfell crisis illustrates the need for public relations practitioners to develop crisis communication strategies that account for all stakeholders, notably vulnerable groups.
4. Effective use of modern communication technologies
The executive summary highlights the failure to communicate effectively with displaced persons and the broader community. Public relations professionals should use multiple communication platforms, including modern digital technologies, to ensure the broadest possible reach.
5. Building trust and relationships
The lack of trust between the community and the authorities was a key issue. Public relations must build strong, trust-based relationships between institutions and the public, using transparency, consistency, and empathy.
