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Catching Up – Some Views About Some Guys From Queens (NY)

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by Hank Boerner

April 21 2020

Alas, dear reader — I seem to have been neglecting my Stay Tuned web commentaries for quite a while. I have been writing and posting many comments in our other platform, G&A Institute’s Sustainability Update. Apologies.  Please do visit the other blog and follow us there as well if you find the content is of interest.

Take a look:  https://ga-institute.com/Sustainability-Update/

Today, I’d like to share some timely thoughts in this essay about two, or three, and maybe a few more (very prominent) guys from Queens, New York — and some background on the fascinating little corner of our wide country from which they come.

OK – I will also talk about some guys from Brooklyn, the (Kings) county neighbor of Queens County.

But first about two of the men in the news every day from Queens.  They are both very aggressive characters, as you can see in their public lives.  It’s forward, pressing on, always, and no backward movement.  They appear to take no prisoners in their business and political and governance activities.

That Queens spirit, you see, is in their blood.

On our TV screens and other viewing devices now each day we are getting news & views and boasts and asides, some nasty and some humorous from the prominent Queens duo:   President Donald J. Trump and Governor Andrew Cuomo.

Both men are broadcasting live from New York and Washington out to the millions (the national and perhaps global audience tuning in every day to see what is going on with the virus crisis and government response).

And today (April 21) the two are meeting in the White House to discuss the way forward in the coronavirus crisis. 

Alpha males. Clash of the Titans.  Coronavirus drama. 

They are very different people, as we can readily see — but interestingly, they do have a few things in common that shaped their lives growing up and moving into the business and political spheres.

Being from Queens, I would say, had something to do with that.  I say that as a Queens-born and raised guy myself.  Being from Queens is always part of who we are, we like to say.

You need to know about Queens — it’s in the blood.

About “Queens” – the Homeland – Some Context For Our Story

First, some background to help you understand the origin story:  “Queens” is the official name of the populous county (2.3 million) in New York City where both men now prominent on the national scene were born and grew up and lived — and get this, lived quite near to each other for a time.  Other than that coincidence, of course there is very little in common  that we can see between them.

To provide some context:  Queens is also the name of the boro (or borough), a legal county within the Greater New York City incorporation.  It’s one of five NYC counties- an “outer boro”.

Outer boros, that’s what many people call the parts of the city that are not Manhattan.

What is unusual if you don’t live in these parts, or perhaps you do live here but feel it isn’t worth thinking about, is that four of the five counties/boros of New York City are actually on islands.

These are:  Queens, Manhattan (what most people think of as New York City, with its Wall Street and Times Square), Kings (which everyone calls Brooklyn – 2.5 million – more later about that), and Staten Island — all islands free of connections to mainland U.S.A. – only the Bronx is “attached”.  (And millions commute into the Manhattan Island for work every day.)

Queens and neighbor boro Brooklyn are on Long Island. Two suburban counties are to the east on the island (Nassau and Suffolk – what locals refer to as Long Island).

“Queens” can be just Queens to locals. No boro, no county. “Queens”. You’ve probably been here if you landed at LaGuardia or Kennedy International airports.

Some folks may say their neighborhood name and Queens, like “I live in Jamaica, Queens”.   Not the island of Jamaica.  Or Astoria, Queens.  Like Anthony Dominick Benedetto, who you know as Tony Bennett.  But I digress.

You do see Queens many nights on CBS dramas as many shows (Blue Bloods, FBI, Bull and many more are regularly shot in the county). Queens was the original home of the movie industry long ago and even today there are major film studios here (Silvercup, Kaufman-Astoria).

Oh, and Archie Bunker, the lovable bigot (played by actor Carroll O’Connor) was set in Queens.  That tells you something, I think, about some of the neighborhoods.  The actor was born in Manhattan but grew up in Queens.

It’s a historic American place:  Queens was settled by the Dutch back in 1624 and a bit of it by the English; it was part of New Amsterdam for 40 years until the English fleet sailed in and said “it’s ours.”  (And named the place for the Duke of York, the brother at the time of the English king.)

The Dutch and English settlers displaced the small Native American population (the local Algonquin nation clans) and then came the wave-upon-wave of immigrants from all over the glob — to Queens.  And the newcomers today continue to pick Queens as their new home.  Hundreds of thousands of newcomers.

For example, one of the largest Asian-American settlements is Flushing (near to the national tennis center) – it was named for Vlissingen, The Netherlands — home of the first Dutch immigrants. Now it is home to folks from China, Taiwan, Hong Kong, Korea, and other Asian centers.

Queens, proudly, is America’s premier melting pot.

#   #   #

It’s 2020:  The Queens Boys Are in Charge!

And so to the Guys from Queens.  One of the immigrants coming to New York Harbor was a German from Bavaria, Friederich Drumpf (anglicized to “Trump” – when & how is of course debated).  He was an entrepreneur, and through ambition built a small fortune.

His son, Fred Trump, became a very prosperous homebuilder, in Brooklyn and Queens, had five children and his son became…that Donald Trump, also a developer and then, President of the U.S.A.  The Trumps were apparently wealthy from the first generation born here onward..

Nearby to the Trump home but really a world away, lived another set of early 20th Century immigrants – Andrea and Immacolata Cuomo, who sailed to New York from Salerno (near Naples) Italy, and settled on the wrong side of the tracks in South Jamaica.  They opened a small, local grocery store and the couple and their three children lived in back of the store. They were not wealthy at all. The couple struggled to speak English.

Their son, Mario Matthew Cuomo, described his childhood neighborhood as Italian-Black-German-Irish-Polish.  Mario grew to be a man of towering intellect and great ambition, a liberal and progressive recognized early on by the local Roman Catholic clergy, who arranged for him to attend prep school and then to gain a university education. (At St. John’s University, in Queens, established by the Vencentian Brothers. You probably know the school today because of its prominence in March Madness playoffs.)

Mario Cuomo became a greatly admired and respected constitutional law professor at St. John’s University and led a few widely-praised civic campaigns in Queens on behalf of everyday citizens and the working class.  Often going up against powerful forces like the patrician, Mayor John Lindsay of New York City and park and road builder Robert Moses in his crusades for the local residents and business owners.

He and wife Matilda (nee Raffa, classmates at university, she became teacher) moved to a home way above the poor South Jamaica neighborhood that he grew up in and where they raised five children in Jamaica Estates.

In the hills where the well-to-do lived — above the streets of Jamaica and Jamaica South.

Their home was very near to the Trump household in Jamaica Estates.  And from there, both Donald and Mario and his children Andrew and Christopher began their climb to prominence!  (Mario’s daughter Maria would marry designer Kenneth Cole. Another daughter became a doctor.)

The head of the clan, Mario Cuomo became governor of the State of New York and served three terms (1983-1994).  You might remember his thundering cadence at the 1984 Democratic convention (nominating speech) as he took on the Republicans.  Or his Notre Dame speech.  Or many of his progressive-but-pragmatic campaigns while in office.

It is his son – Andrew — who you see now every day on TV.  He today is Governor Cuomo, following dad’s footsteps.  Into politics. (He was his father’s campaign manager and later served as President Clinton’s Secretary of HUD; became attorney general of New York and on to the governor’s office).

As Donald Trump followed his father into the real estate business, Andrew followed his father’s path to become governor. (Andrew Cuomo was married for a time into another powerful political dynasty, to Kerry Kennedy, the daughter of Senator Robert F. Kennedy and wife, Ethyl. They have three daughters.)

Politics, politics..it’s in the Queens blood, we could say.  Dynasties – it’s also in the blood in Queens. 

And as Governor Andrew Cuomo told us in his updating on the situation in his state..New York is strong, tough and caring.  Strong enough to be caring.

That is in the New York State blood!

Brother Christopher – On Our TVs Every Night!

And another Queens guy we must mention here is Chris Cuomo, the CNN commentator — Governor Andrew’s younger brother — he was an ABC-TV newsman earlier. Now he is the nightly host on CNN, keeping the nation updated.

Often the Cuomo brothers are on TV together trading news & quips and “ranking” each other out, to use a 1950’s Queens phrase.

Father of the Clan Mario Cuomo was brought to public prominence by another Queens kid — journalist and author Jimmy Breslin, who created a media presence for the civic crusader.

Jimmy was a journalist colleague of mine when I was new to the newspaper business.  He started out at the Queens-based newspaper, The Long Island Press and then moved on to national fame at larger papers and magazines.

(A word later on about the Jimmy and Mario relationship.)

When we watch the TV coverage of Washington and national news, i keep thinking that it is all about these hometowns of men and women who by and large rose from modest beginnings to the seats of power in these United States of America.

Of course, there are substantial differences in styles and substances and behavior toward others.

One Queens guy argues with journalists he doesn’t like and insults them and yanks their White House press credentials.  The other today schmoozes New York-style, engages in lively back and forth banter, and has regularly met with journalists over the weeks rather than hiding behind press office staff.  Jousting:  And I really like the appearances of the very-human governor and his brother on the Chris Cuomo CNN program.

As Bill Clinton used to say — they (the Cuomos) can feel our pain.  

One man is the son of a man who throughout his life took the side of the poor, the politically-helpless, those he identified with from his early days south of the LIRR tracks.

The other with his wealth builder father discriminated against people of color that the pair did not want living in their rental apartment houses in Queens and Brooklyn (the federal government brought charges).

Facts:  UNITED STATES DISTRICT COURT F. # EASTERN DISTRICT OF NEW YORK UNITED STATES OF AMERICA, Plaintiff, – against – FRED C. TRUMP, DONALD TRUMP and TRUMP MANAGEMENT, INC., – – – X Defendants.

You can check that out at:  https://www.clearinghouse.net/chDocs/public/FH-NY-0024-0034.pdf

The New York governor was Bill Clinton’s Secretary of Housing and Urban Development looking after the needs of many low-to-moderate income families.  And on and on.

I mentioned Brooklyn early on.  This is the other New York City boro or county on Long Island’s west end. It was named for the Dutch hometown of farmer-settlers who immigrated from Breucklen back in the early 1600s.

#   #    #

Brooklyn Today

Today Brooklyn is also populated by a wonderful, rich mix of ethnic and nationality and faith backgrounds.  People here (including my family members) don’t talk of “Kings County” — they only seem to speak of Brooklyn,

Brooklyn at the beginning was a very small farming settlement across from Manhattan Island that grew to a populous city itself, competing with across-the-river Manhattan/New York City.

The Statue of Liberty in the great harbor welcomed immigrants sailing by to “the twin cities” (New York and Brooklyn).  The welcoming message (partly) reads…

The air-bridged harbor that twin cities frame.
“Keep, ancient lands, your storied pomp!” cries she
With silent lips. “Give me your tired, your poor,
Your huddled masses yearning to breathe free,
The wretched refuse of your teeming shore.
Send these, the homeless, tempest-tossed to me,
I lift my lamp beside the golden door!”

In the late-1800s a beautiful bridge across the East River – the Brooklyn Bridge! — linked the two cities.

Many Queens kids’ families had moved “out” from Brooklyn (that is, Kings County) over the years — but of course not everyone.  The guys who were born and raised in Brooklyn are very visible to us every day, especially during the coronavirus emergency.

#   #   #   #

These days we’re watching Dr. Anthony Fauci, a Brooklyn boy, son of a pharmacist who is head of the National Institutes of Health’s infectious disease center.  And on our TV sets every day with powerful, accurate, comprehensive sharings about the virus.

And another Brooklyn kid — still living there – often jousts with President Trump and his Republican counterparts.  That’s Senate Minority Leader Charles “Chuck” Schumer.

Representative Hakeem Jeffries represents New York’s Eight Congressional District, which takes in Kings and Queens counties (a Democrat, he lives in Brooklyn/Kings on the Queens line).  A respected member of Congress, he was prominent in the Trump impeachment hearings and other Washington political dustups.

Then there’s the presidential candidate with very enthusiastic followers — Senator Bernie Sanders.  Born and raised in Brooklyn, he fled to Vermont and then on to national fame.

We’re from Queens — and some from Brooklyn — for many of us, feeling your pain is in our blood. You see it in our politics. Most of us. 

On a personal note…

For me, a kid born and in early days a kid from Queens, I am fascinated by rise of the people guiding the nation today through the virus crisis, and by the wondrous little piece of land in the Magical City (New York) from whence much of us came.

On a personal note, one of the boys of Queens who rose to prominence who had great influence on my life as a young writer was William J. Casey — attorney, author, publisher — and my first boss in journalism and a friend and early mentor.

You might remember him – he helped Ronald Reagan sail to electoral victory in 1980 and became head of the CIA. (Casey was early in his life a leader of the OSS battling Nazi Germany in WW II!)

And you know a little bit more of this corner of these United States of America and the bright, resilient, influential men and women who are in the news.  Those Queens guys.

For whom some things, and some characteristics, and some crusades…it’s in the blood – they are from Queens. OK, and from Brooklyn,

#   #   #

P.S.  You can read my remembrances of Governor Mario Cuomo when he passed in January 2015, here: https://www.hankboerner.com/staytuned/tag/queens/

#   #   #

And if you are not tired of reading yet, here’s some more notes on this magical city:

Great New York City Comes Into Being – Including Queens

Back after the American Civil War and the beginning of the astonishing wave after wave of immigrants coming into New York harbor, there began a movement to create a very large, consolidated city. Manhattan Island would be the city center, with the nearby Bronx, Kings County (Brooklyn), Staten Island, and Queens incorporated in the confederation. This city would come to be the most populous in the country.

The eastern townships of Queens County were then rural farmlands with small villages — and heavily Republican in politics.

So the deal was struck — those areas to the east would become new county ( and Republican!) and the western portion of Queens (more settled and heavily Democrat) would join New York City.

The new county of Nassau was created – President Teddy Roosevelt was the prominent “R” living there.  He was governor of New York – then VP – then President of the United States.

And the political divide lasted close to a century!  (And the divide still exists — we are two nations in so many ways in these parts, just like the rest of America.)

“Nassau” was the Dutch royal house; the Roosevelts are among the prominent Dutch descendants.  This area is all about immigrants – that why it is so magical to me.

Rural Queens exploded in population growth after World War One (100,000 people a year moving in) and again after WWII.  Many newcomers were moving east from Brooklyn, as my family did, and others were newly arrived on our shores from Europe.

Queens today is a totally minority county and one of the most populated counties in the U.S.A.  And that gives it its rich flavor.  Immigrants – the working man and woman – those struggling to make a better life for themselves and their children.

Queens is in the blood that is replenished by those coming from all over the world to this special corner of New York. 

#   #   #

I mentioned Jimmy Breslin and his connection to Mario Cuomo.  Breslin’s coverage of Mario Cuomo began when Mayor John Lindsay asked Cuomo to help settle a housing dispute tinged with racial overtones.  This was “The Crisis of Low Income Housing” in the Queens area, Forest Hills.  Mario Cuomo was the volunteer mediator working to resolve the issues with local citizens.

At the time, Mario Cuomo was generally unknown to the public, a partner at a Brooklyn law firm, serving as adjunct professor at his alma mater, St. John’s University of Law.

In 1974 Mario Cuomo wrote a book about the classic set off of middle class residents and proponents of low-income housing coming to the neighborhood – “Forest Hills Diary”.  It’s a classic today about mediating (or attempting to) the divide along racial, ethnic and wealth lines. Such as in housing and education.

In the late 1960s, Mario Cuomo was asked by a group of homeowners in Corona, Queens, to help when New York City government planned to build a high school and condemn their homes to make way for construction.  Mario Cuomo defended “the Corona Fighting 69” and stopped the displacement.  Jimmy Breslin and other journalists covered the battle and helped to make Mario a well-known crusader locally and beyond.

And here is what Jimmy Breslin wrote in the preface to Forest Hills Diary:  At a meeting of the residents, a local public official came in and asked who was helping the 69 — a “little local lawyer” someone said.  Cuomo got up and spoke.  Jimmy, covering the meeting for The Long Island Press, was asked who Cuomo was.

He remembers saying: Cuomo.  And then, Breslin remembered the that Congressman Hugh Carey telling him months earlier this:

“I got a genius nobody knows about. He’s a law professor at St. John’s. Brilliant sonofabitch. Nobody knows him. I begged him to run with me (when Carey campaigned to be governor). The first time they ever hear of him, they’ll be right there in his hands…”

Soon, Hugh Carey would appoint the little local lawyer Mario Cuomo to be Secretary of State. Then Cuomo became Lt. Governor.  In 1982 Mario Cuomo was elected Governor of New York State and went on to be re-elected two more times.

Mario Cuomo died in January 2015. Vice President Joe Biden said the governor “…was a forceful voice for civil rights, for equal rights, for economic opportunity and justice.  He had the courage to stand by his convictions even when it was unpopular…”

#    #     #

Thank you for reading all of this if you got this far in the essay.  Fascinating folks, the Queens and Brooklyn Guys.  And now if you did not know much about them…you do.

 

United Air Lines – The Bad News Continues to Dribble Out

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By Hank Boerner
April 12, 2017

United Air Lines, need we say, is in the midst of a serious brand and reputational crisis. Social media chatter is replete with those awful loops of passengers’ cell phone videos of “brutality” on a UAL aircraft — and are spreading the bad news worldwide, in a flash!

Broadcast and cable channels had a good run of the story with passenger videos as the highlights of the report on the goings-on in Chicago on Sunday night. Love those ubiquitous cell phone cameras.

How both alarming, and mesmerizing: Who could turn away from the video clips of ham-handed airport security staff dragging a 69 year old paying customer out of his window seat, slamming his head against the seat post, knocking off his glasses, bloodying his face, dragging him down the aisle in front of other passengers. No wonder it went viral – worldwide!

While he (Dr. David Dao) apparently tried to explain at the start of the incident that he was a doctor and needed to get to his patients in Kentucky, airline staff and airport security officers ignored him — and got on with the job.  And so we saw them in action.

Oh, those resulting headlines:

Facebook: (“Man Violently Dragged Off Plane After United Airlines Overbooks Flights!”)

Also reported with the passenger videos on The Huffington Post. “Dragged like a rag doll,” a witness posted on a Twitter account.

Facebook: (“United Airlines CEO Says Cops Will Never Remove a Booked Passenger Again…Will Use Common Sense.”)

A passenger watching the incident told the media: “He said, more of less, I’m being selected because I’m Chinese…”)

All of this is certainly not good news for the airline on the China mainland, where there is wide public outrage being expressed. The doctor clearly being brutally yanked from his window seat – which he paid for and thought he was entitled to — and was apparently of Chinese or Asian origin.

(The devil is in the details; have you ever read the fine print of the Airline Contract of Carriage, which sets out the rights, rules and procedures governing your relationship with an air carrier? Here’s United’s, in case you are considering a flight: https://www.united.com/web/en-US/content/contract.aspx )

United and its China Market

United has scheduled flights between the USA and China cities — Chicago/Beijing; Chicago/Shanghai; Denver/Zian; Houston/Hangzhou..,and more city-pairs. United has flights to five mainland China cities from various U.S. cities. In all, UAL has cities to 14 different Asia/Pacific destinations. Not a market to have branding issues in, especially this, with discrimination overtones.

What are the Asian customers of the airline thinking about today? There were almost 300 million immediate “hits’ on Chinese social media — and the story is still “new” and in the current news cycle. A boycott was part of the chatter.

And those passenger-provided cell phone videos continue to play in endless loops on television news media around the world.

As Fox Business reported, “Horrifying Video Threatens United Airlines’ Big Investment in China.”

Speaking from Experience

I’ve worked a good number of years during my career as an airline corporate citizenship manager, spokesman, issues and crisis manager, and marketing strategist. I can’t fathom what would move airline personnel to conduct themselves in such a manner when it comes to dealing with their customers. ( “The flying public,” as one would say,)

Yes,working with passengers, things can get tense. Perhaps the cabin crew was exasperated due to a series of incidents (the “now what”!); maybe the ground crew just wanted to get customers off/employees quickly to avoid criticism (what? you didn’t get the flight crews to Louisville on time?).

Of course, all manner of operational issues come up with an airline company having so many moving parts. Fleets of giant airliners moving through the skies, leaded with passengers; landing and taking off at various airports, large and small; the task of people-scheduling to make sure employees (including flight crew) are at their assigned post for “go on time”; fuel loading; baggage loading/unloading; dealing with changes in weather…and more.

Airlines train and train again to make certain their employees are prepared for “anything.”

And then in an instant it hits the fan and we find out if all that training paid off, are we really ready. Or not! United clearly was in the “not” column this weekend.

The Crisis Details Dribble Out

The details continue to dribble out (the worst scenario in a critical issues situation, of course). The Sunday evening Chicago-Louisville flight (3411) was ready to go and then came the announcement: the plane is over-booked and four passengers need to get off.

The airline’s explanation was that the flight being overbooked (again, not uncommon) meant that four people had to yield their seats. Money was offered (again, not uncommon — it’s the way carriers coax passengers out of their seats).

What happened next? The Washington Post played the story big in the nation’s capital. Where lawmakers, employees of regulatory agencies and other key players could take it all in.

This is an example of where the right or wrong language used is Important — especially in critical incidents.

The Post reported that the airline told the local newspaper in Louisville that the situation was “an involuntary denial of board process.” (Is that clear to you now?).

Apparently no one on the Sunday night flight home to Louisville quickly volunteered to leave their seats. (If you were headed home, would you have gotten up? Maybe – people do that when the price is right.) That’s when the airline “chose” passengers to leave the flight to accommodate four UAL personnel who “had to fly” to get to other aircraft to meet flight schedules.

So, the airline staff selected by some means four people to leave the aircraft.  Three people agreed to leave. When a fourth passenger would not leave his seat, the crew summoned Chicago Department of Aviation security and the man was violently dragged out of his seat and down the aisle and off the plane.

Somehow he got back on the plane, blood on his face, glasses back on, howling it was said, and then was dragged off again. He eventually left the terminal on a stretcher. (The flight will not leave until everyone is off, the cabin crew evidently barked to the passengers.)

When the four crew members came on to fill the vacated seats they were reported to have been booed. Aren’t you ashamed to work for this company, people shouted to them.

The airline began to communicate, sending conflicting messages to the employees and media. (The flight was overbooked; or, the passengers had to make way for United employees. The passenger was belligerent end unruly. The removal was established procedure. The man ran back onto the aircraft in defiance of both our crew and security officials. )

EVERYONE was taken off the plane and after a while re-boarded as the man left on a stretcher. Some did not re-board (they were high school students and their chaperone, the Post said).  The CEO issued an apology to the passengers who were re-accommodated!

Fall Out – Death by a Thousand Cuts

As The Washington Post put it: “It’s a story that has shaken a global air carrier worth billions of dollars – and one that people around the world can find nothing right in at all.”

Investors reacted on Monday, sending the UAL stock downward at once. (CNN: “How to make a PR crisis a total disaster.”)

At the daily news briefing the White House press secretary was asked if a federal investigation was warranted. The U.S. Department of Transportation was looking into the situation, we learned. The late night comedians had new content to add to their stand up routines.

Finally the CEO apologized to the passenger who was “forcibly removed” and to all customers on board the fight. “No one should ever be mistreated this way.”

Another oops moment the media had fun with: Oscar Munoz, the CEO, was named “Communicator of the Year” by PR Week for “transforming the fortunes of the beleaguered airline, galvanized the staff, and set the airline on a smoother course…” (This after a year-and-a-half on the job.)

Systemic Failure?

Over my four decades of crisis management, one of the things learned early on is that it usually is not a single “thing” that goes wrong. Whatever issues bubbling just beneath the surface can suddenly erupt to complicate the response to the (initial) single incident.

The information from the local scene (usually distant from the where the leaders who have  to respond is ) can be scant; the news reports can be conflicting; the standard comments prepared in advance can sound hollow and uncaring as the details of the incident become more widely known. (“This is standard operating procedure?”   Really?)

Unhappy employees can react to situation irrationally and even violently; local managers can make very “wrong” decisions and then try to correct, making things worse at times.

This was a Sunday evening; management was not likely to be at the office and equipped to move quickly to address the situation and begin communications (not in either the HQs or the airport).

Lessons Learned?

What are the lessons learned? We hope for the Chicago Department of Aviation, it’s don’t go dragging and injuring passengers off a plane because a long-time hometown airline asked you to. The aviation authority had moved quickly to put the security officers involved on administrative leave.

For the airline leadership: Best to always think up and down the value chain about actions taken and communications needed with key constituencies.

Employees (we hope they are viewed as team members and not just numbers in an organization as it grows larger).
Customers (especially those in physical proximity, at the curb, at the counter, boarding the plane, in their seats, during the fight, as they leave the cabin, getting their luggage).
Potential customers (what are they thinking today about their intention to fly United).
The public-at-large (who as they continue to fly in greater numbers and frequency have come to think of airlines as un-caring, faceless bureaucracies that take advantage of the public with planes that are cattle cars in the skies).

Regulators (yes, airlines are still regulated entities).

As for not flying United, we must remember that they have 50% or more market share at some key cities (Newark, New Jersey) and considerable share of market at Orlando, Boston, Washington DC, Los Angeles, Denver, Houston. (In 2010 United and Continental merged, creating one of America’s largest airlines.)

Perhaps then we should re-examine the structure of the American airline industry: have the dominant carriers become too big to manage?

Should we explore public policies that would begin to return us to the days of robust competition within the U.S.A. industry to try to ensure greater competition and more “customer-friendly” service?

More accountability by large carriers? Should we devise consumer protection measures that would help to reduce the perception that airlines don’t give a damn about their customers?

These and other questions will likely be raised by public policy experts in the days ahead, as the United situation calms down…and another airline crisis erupts. United meantime is the poster child for everything Americans hate about the airline industry.

# # #

Author Post Script:  July 6, 2017 – ABC News Report

Well, it happens again — United Air Lines accused of abusing a customer today.  A mother traveling with a 27-month old son, en route to Boston from Hawaii, had to hold the boy on her lap for hours of the final leg of the flight.  She bought a ticket for the son — two tickets for the flight, money in the United till.  So what!  Hey, we are overbooked – so hold the kind on your lap. (As unsafe as that is – note, please, federal safety regulators.)  A standby passenger took the boy’s seat.

Later United evidently learned that the boy’s ticket was not properly  scanned.

The woman did explain the situation to the crew.  We wonder what is missing in common sense, good judgment, customer-first (should be) thinking at the carrier.  Oh, and the woman appears to be of Asian background.  United is counting on the Asia market – on China flights — to assure its future.   A small note to think about as you Stay Tuned top United’s passenger treatment.

 

At Crisis Time – For Companies and Celebrities, It’s Usually Not Just One Thing to Deal With

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by Hank Boerner

In my career of advising clients on issue management and crisis management (and especially crisis response), I usually pointed out to  those in the crosshairs that it is not just “one thing” to deal with. Often, in time of an escalation of existing issues, a critical event occurring, or a full blown crisis at hand, the managers on point have to deal with numerous things going on.

Chaos, confusion, complexity reign. Things feel, well, like they are spinning out of control.  Often, they are!

Over the years I estimate that I’ve been involved in more than 400 critical issues and crisis situations — in various industries and sectors (auto manufacturing, banking and financial services, airlines, cruise ships, railroads, chemicals, pharmaceuticals, educational institutions, government, countries, mining, food marketing, consumer goods, oil & gas, mutual funds, stock exchanges…and more. Some of my work involves helping individuals cope with crisis eruptions. Those are vary tough assignments – emotional damage is difficult to deal with.

In my issue and crisis preparation training for managers, I stress the key, top line actions for effective response by the enterprise:

  • Know in advance what might go wrong (the potential risk posed to the enterprise or perhaps a leader such as the CEO), and monitor and evaluate those issues regularly. What “is” (facts) will surface one way or another – perhaps by a whistleblower. “Nothing is secret anymore” is my advice.
  • Develop a plan for responding to critical events; assign roles to responders and prepare them (such as with formal training).
  • Build prevention programs. Practice – drill – stress internal preparedness.
  • Establish communication channels and have content ready “in case.”
  • Respond quickly – work to reduce fear; maintain credibility; create positive perceptions where you can.
  • Work hard to control the incident, the crisis. Stress solutions. Demonstrate your values.
  • Communicate – tell your story — if not, others will fill the vacuum and their story…and yours…and set the context in which the story [of the crisis] will be told and retold in the future.

In the context of corporate crises situations, these guidelines have pretty much become SOPs. With my partners, over 25 years we helped many companies in the US and other countries put issue and crisis management programs in place.  There are other consulting practices doing the same. Yes, crisis situations still occur (cases in point including General Motors, BP, Target, the Obamacare launch) but many enterprises really are better prepared to respond that in years past.

But What About Individuals in Crisis?

For individuals involved in crisis situations — especially high wattage celebrities with brand and reputation (and future earnings) on the line — the man or woman in the crosshairs will often find themselves in uncharted territory.

As the ancient mapmakers would put on their charts of the distant oceans — here be dragons!

Right now, comedian Bill Cosby — “America’s Dad” as his brand — is dealing (or, not dealing) with a serious crisis continuing to spin out of control.

Comedian extraordinaire Bill Cosby has not been in hiding.  At 77 years of age, he is still very much in the game.  He’s been doing his one man shows across the country, 50 a year it’s reported  (My wife and I saw his show a few years ago — outstanding!) His books sit ready for purchase in many book stores and retail outlets. His TV series continues to air in syndication.

But recently a series of business decisions put him out front in media reports (of a favorable type) and stirred up allegations of sexual misconduct of years standing. Consider:

  • He was in discussions with NBC to create a new weekly TV series.
  • Netflix, the popular technology and entertainment threat to cable and broadcast dominance, had a special scheduled (“Bill Cosby 77,” featuring the  comedian as MC at the SF Jazz Center last July).
  • His old 1980s family audience TV show was doing well in re-runs (more income generation) on TV Land…possible marketing leverage for a new weekly show on NBC.
  • His books remain popular with readers and are featured in retail and on Amazon.
  • A new biography — “Bill Cosby. His Life and Times” by former CNN news leader and  former Newsweek managing editor Mark Whittaker was on the retail shelves.  Praises for Cosby in the book were by other celebrities who enjoyed cultural admiration — Mary Tyler Moore, Billy Crystal, Jerry Seinfeld.

Things were really looking up for the star of I Spy and The Bill Cosby Show, two important cultural foundation stones of many Americans’ youth.

And then…in mid-October comedian Hannibal Buress in a stand-up routine accused Cosby of being a rapist and told the audience to “Google” the record on this; he then went on the Howard Stern program on Sirius XM to repeat his charges, and pushed his views out on Twitter; The Philadelphia Inquirer “old media” giant posted the routine and the social media platforms it up.

Author Whittaker’s biography was publicly attacked by the National Review as “fawning,” glossing over the many rumors over the years about Mr. Cosby’s misconduct, and tagged the author as the “latest enabler.”  The article went viral in the nation’s politically conservative community.

Back in 2006, Philadelphia magazine published an article detailing the alleged attacks on more than a dozen women by the comedian.  The Montgomery County (Pennsylvania) district attorney (Bruce Castor) investigated claims and declined prosecution; he now has to publicly defend his prior decision.  A civil lawsuit proceeded with [there was said to be up] to 13 women that could be involved; that case was settled and sealed.

One of the women — Barbara Bowman — went public in November, publishing a commentary about her experience in The Washington Post.  That got other traditional and new media lighting up with more “news” and lots of commentary.

Other women then stepped forward — a dozen or so — repeating their stories of years ago or going public with their stories for the first time.

And the Google searches suggested by comedian Burress?  There were millions of searches, according to media reports..

Reaction was comparatively swift:

The NBC series – cancelled.  The Netflix special – cancelled. The interview with David Letterman on CBS – cancelled. The new biography’s sales were reported to be slumping. TV Land  re-runs – cancelled.

Author Whittaker’s  new biography was attacked by the National Review as “fawning,” glossing over the many rumors over the years about misconduct, and tagged the author as the “latest enabler.”  The conservative publication’s article went viral, especially within the nation’s politically conservative community.

All of sudden another “old” scandal was back in focus for the right wing:  former President Bill Clinton’s alleged sexual escapades — sure to haunt Secretary of State Hillary Clinton’s 2016 presidential race, the post writers opined. (We’ll see Paula and Monica and the other “Bill Clinton women” on  parade over the coming years, they predicted.)

The Cosby camp did respond on social media — a Twitter post encouraged the Twitter-ali to go to a web page and post comments.  They did!  Oh, not the comments that supporters would welcome, of course.

The New York Times published an in-depth story on all of this on November 20 — “Cosby Comeback Unravels as Rape Claims Flare.” The Times noted the long tail of the controversy: “The current furor surfaced surrounding Mr. Cosby had its root in accusations brought in 2005 by Andrea Constand, a female staff member with the basket ball team at Temple University (Cosby alma mater).” Despite DA Castor’s declining to prosecute, she brought a lawsuit that would possibly involve up to13 other “Jane Does.”  That was the was the civil case settled.  The “Jane Does” we can presume are those coming forward – and those planning to do so in the future.

Context is important in these matters.  And as I compose this, the news headlines scream out another complicating factor that is shaping in various ways public opinion:  “University of Virginia Suspends All Fraternities” – this after the still-remarkably relevant Rolling Stone magazine published a report that a female student was sexually assaulted by seven Phil Kappa Psi members in 2012.  The university president — a woman, by the way, Teresa Sullivan — called on her board, students, faculty, alumni…to begin a conversation on all of this.

That can be alongside the conversation about allegations or the reality of wife and child abuse by National Football League players…these have been glossed over, ignored, diminished…until there was sufficient public outrage and an apology by NFL leader Roger Goodell.  The viral video of Ravens player Ray Rice shown beating his fiancé/now wife in a casino triggered the crisis, which had been brewing for years if you think about it as anti-domestic violence advocates do.

Consider the Bold Names – Collateral Damage

Take a few seconds to read upward — note all the BOLD names in the commentary. Think about the rippling effects of the Bill Cosby crises.  The NFL crisis. The crisis today at the University of Virginia — and other universities where similar incidents have been charged by female students.  .The corporations involved with brands and revenues on the line now. The other celebrities praising Mr. Cosby.

The Role of Social Media and the Internet

Back to the Cosby case:  why are decades-old, or at least five or more years old cases being brought front and center today?  I think a profound difference is the omnipresence today of social media.  Citizen media. Everyman (and woman) media. The challenge of old media (The Washington Post, The New York Times) by new platforms like Huffington Post, even Twitter (as news source for millions of user, specially younger populations)..

We still have venerable TV national news forums  like those in the evening on CBS, NBC, ABC. (With great anchors — Scott Pelley, Brian Williams David Muir).  But since the 1980s we have 24/7 CNN as well…and many young people get their news from other “anchors” like Bill Maher (HBO) and The Daily Show with Jon Stewart and Steven Colbert (Comedy Central).  And I would throw in Saturday Night Live! parodies on NBC. On these new news platforms, humor and satire are the staples and celebrities in crisis should expect to be skewered.

But citizen media (social media) is really now the key to setting the match to a smoldering situation.  That applies to be companies like BP and celebrities like BC. As The Times’ Bill Carter, Graham Bowley and Lorne Manley noted in their November 20th Page One story: “The reach of web and social media impact have provided a distribution platform for these accusations, which had surfaced before but never gained widespread attention.”

And Martin Kaplan of the University of California’s journalism school noted: “The combination of [today’s] social media and Mr. Cosby’s return to the spotlight had propelled the story to much greater prominence that when the accusation first surfaced.”

As I said up top…Chaos, confusion, complexity reign.  UC’s Professor Kaplan explained: “The fact that he was already in the spotlight and the fact that these charges have a much more powerful amplifier and echo chamber, gives people the sense that this is a big story…”

Going back to the basic principles for crisis management — if in fact the allegations of the women accusing Mr. Cosby of serious sexual misconduct have a factual basis, as a celebrity (and therefore a “public person”) it might have been better to continue one’s career in lower profile.  In crisis management, over and over again, the lesson for leaders is clear:”what is, is” – and will come out at some time.

What are your thoughts on all this? What are the lessons learned?