Andrew Griffin
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Worried about climate change? Blame the budget airlines. Obese? It’s the fault of the food companies. Drunk last night? The brewers forced you to drink that extra pint.
There is no end to what we will blame companies for. But in truth, we know it’s not really their fault. We can’t blame them when we drive to the airport to fly to Málaga for 1p. We are aware that we have never had so much healthy food to choose from and that we really should do a bit more exercise. And we know we only have ourselves to blame if we have a drink too many and fall down the stairs.
But a scapegoat is a convenient thing. So if others are constantly telling us it is somehow Ryanair’s fault, Exxon’s fault, McDonald’s fault or Tesco’s fault, we will happily jump on that bandwagon when it suits. And there is no shortage of public issues that need scapegoats.
So where is the business voice telling us that we the public – egged on by politicians, the media and NGOs – have got it all wrong? Where are the companies fighting back at the wilder allegations of publicity-hungry campaign groups, self-interested organisations and junk scientists? I’ll tell you where they are: they are at corporate social responsibility conferences, “engaging” with other people’s agendas.
Of course, there is nothing wrong with listening. Companies must always listen, learn and seek to improve. But this “engagement” is too often a one-way street: the terms of engagement are dictated by others. The “corporate responsibility” agenda in particular is dominated by antibusiness campaigners. And their style is not generally to engage; it is to criticise, demand and oppose. This is understandable: NGOs, like the media and politicians, all thrive on conflict. Quiet and constructive dialogue is rarely in their interests.
Business, on the other hand, has taught itself not to fight back, even when under serious fire. Companies have persuaded themselves that “engagement” means refusing to enter into public disputes. Many companies meet high-profile campaigning groups at a senior level for “constructive engagement” but then refuse to defend themselves publicly when the same campaigners fire untrue allegations at them.
Engagement has somehow become appeasement. And it isn’t working. Polls suggest that business is, if anything, getting more unpopular. Trust in business is down at about 30-40 per cent: an incredible two in every three people do not trust business. And the media is still full of reasons why we should all hate the private sector and all that it represents. Business may say that it is has a strong voice on issues “behind the scenes”, but it is in the public domain that blame is assigned and reputations are decided.
Take the example of obesity. When the obesity “crisis” first hit the headlines, companies rushed to do the right thing, in part to avoid food becoming the next tobacco in terms of perceptions and lawsuits. Initiative after initiative showed the food industry was taking the issue seriously. But in July 2006 Tony Blair said that if food companies didn’t do anything about obesity and food quality, the Government would need to step in.
Didn’t do anything? The food industry has done an enormous amount. They have changed their products, by reformulating them to contain less salt, less sugar and less fat, to increase choice and to cut out larger portion sizes. They have changed their labels, to show consumers what is contained in the product (whichever of the two food labelling schemes you prefer, British food has never been so clearly labelled). And they have changed their marketing, to emphasise to consumers that they should “enjoy responsibly” or “be treatwise”.
The Government rewarded food companies for their initiatives by banning “junk” food advertisements. The industry was not impressed, but only has itself to blame. It allowed the issue of obesity to be discussed in a one-dimensional way. Some companies did state that food was just one part of the obesity equation, but soon backed down after the inevitable backlash. There was no joint industry effort to turn the public debate around. With its strong “socially responsible” initiatives but weak public voice, the industry succeeded only in reinforcing an incorrect public perception that food content – rather than, say, sedentary lifestyles – is the primary cause of obesity. This made government intervention easier, not harder.
The next target looks set be the alcohol industry. With Iain Duncan Smith’s policy group this week recommending tax increases, both main political parties have now floated regulatory solutions to the binge-drinking problem. With this issue now getting an even higher profile than obesity, there is only one way the debate is going unless a strong industry voice is heard.
Business has to change its tack. It should challenge the shift away from individual responsibility and towards corporate blame. It should stop quietly following opinion and start boldly leading it. A key first step is to change the debate on corporate social responsibility (CSR).
Some CSR initiatives are laudable; others are laughable. They are all done, however, under an umbrella that has been put up by others. The term itself suggests that companies are not intrinsically socially responsible, requiring instead a programme of activities and promises to make them palatable to the world. It is not surprising, therefore, that CSR is managed reactively, defensively and on the territory of others. So much so, it is in danger of becoming a Trojan horse for anti-corporate campaigners to attack the very existence of successful companies.
Companies must fight against this underlying agenda, not engage with it. They must listen, build bridges and seek solutions wherever possible, but take a stand where necessary. They should set, rather than follow, the terms of debate on key issues. And they should do this with the confidence and assertiveness that comes with millions of “votes” a day from those who buy their products and services.
Companies may feel that they are constantly under fire and that, if they fight their corner, they will be shot down. They are, and they will. But some fights are worth fighting. Companies need to show us the way and, occasionally, show us their teeth.
Andrew Griffin is managing director of Regester Larkin, the crisis and issues management consultancy, and author of a forthcoming book, New Strategies for Reputation Management
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I partially agree with Mr. Griffin. The quickness to blame others for problems that are all our own fault is silly. Companies should definitely be punished less for selling the people things that they want.
However, he loses me with his example on food labelling. While I believe that a company should be able to sell as much of their product as they can and to who they want, but to purposefully hide key details of their product is unacceptable. If there is a piece of information that would cause the consumer to be less likely to purchase the good, then they should be made aware of it. it was wrong of the companies to be so cagey with nutritional information just as it was wrong for the tobacco companies to hide the effects of cigarette smoking, and it is wrong for estate agents to hide important details of property they are trying to flog.
Mr. Griffing must recognise the difference between the freedom to do trade and the freedom to mislead.
Abioye A Oyetunji, London, UK
Companies are responsible for nothing more than providing profit to their owners. Smart companies provide what people truly want -- that is, what they will buy -- both in the nature of the product itself and in things such as product information that add value. Not-so-smart companies don't do that and lose market share to the smart ones.
What companies don't provide, unless forced to, is things people say they want but won't freely choose for themselves and things people want others to be forced to use. Some people think an appropriate use of government power is as a substitute for their own inadequate ability to manage their wants. Other people think an appropriate use of government power is to regulate other people's wants. Both kinds of people are wrong. All that accomplishes in the long run is an increasingly infantalized population on a treadmill of ever-increasing regulation of its wants.
Tedd McHenry, Surrey, Canada
I take Andrew Griffin's point about people having responsibility for their own actions, but his views on companies being unfairly blamed would carry far more weight if commercial organisations didn't continually escape with a tap on the wrist when workers are killed while carrying out their duties. Just as companies aren't always at fault, neither are individuals, and for the former to avoid serious consequences when someone loses their life at work is disgusting.
David Harris, London,
You live in a dream world where big business does not spending millions upon millions on advertising, government lobbying and public relation specialists. to create an environment where their products dominant regardless of consequences, its profits which is their only law.
will blake, london, england
"The food industry is currently fighting against the use of
traffic light labelling"
Quite right too. No single product has "too much sugar" in it. You have a recommended daily intake of sugar, and a single product represents a certain proportion of that. Whether the product is 'good' or 'bad' sits therefore sits within an overall context of what you're eating that day.
By pretending you can reduce that to a single colour code follows the fallacy that because information might be difficult to understand then it must be explained as if to an idiot. In fact, people need only to be presented with the facts and it's up to their judgement how to handle those facts. You belong in the category of "people who think other people are stupider than they and need protecting from themselves." Which is the absolute, central bane of current thinking in this country.
And no, I don't work in the food or retail industry.
Paul Carpenter, Leeds, UK
I have never smoked although my father, who died at age 62 of a heart attack smoked 60 a day. Why have I never smoked? Because as a child when I was offered a cigarette at school, it made me cough and my eyes watered so I came to the obvious conclusion that my body was telling me something. We are not meant to smoke! My wife has never smoked and neither have my four children and now their children because we discussed the dangers, and the stupidity of many humans who are unable to make informed decisions.
I get a commercial hamburger as a "treat" about once every 3 months because my wife always cooks our meals with fresh vegetables and the right healthy foods. TV dinners are never bought. Educating the young is the answer but the problem starts with the parents who seem unable to make sensible decisions based on common sense and available information.
B J Deller, Marbella, Spain
Completely agree, it seems that corporations are falling over themselves to the first with a new initiative when the latest media campaign kicks in. The 'global warming' hysteria the latest.
Why people are so keen to blame large companies for all of societies problems I don't know. They employ hundreds of thousands of people, transform run down areas, improve products and services, make donations to charities, create wealth for the country, and pay billions in tax.
Come on Tesco, Microsoft, Macdonalds, Diageo,Nestle etc, shout about the good things you do instead of hiding behind shallow initiatives.
Mark Mortimer, Hangzhou, China
Generally, I'd agree with this article.
However, it is also the case that many food companies, for example, have sought to deceive us with the labelling and composition of their products. For example, "90% fat free" in fact means that a product is not fat free at all. Hydrogenated fats are known to be harmful, yet producers hide its presence in small print. "no artificial sweeteners" often means it contains glucose-friuctose syrup (which does not occur naturally). "Low fat" is used to imply lower calorie whereas often extra sugar is added instead raising calorie content.
My wife recently bought a brand name seeded batch loaf which goes on about the healthy content and is brown in colour. Only the small print reveals that it is, in fact, white bread. This was deliberate deception.
HJ, Reading, UK
I see the first comments are, predictably, from the thought police brigade. Nothing about lazy people who would rather microwave a mess of unknown ingredients than peel a potato or wash a carrot!
The alcohol industry is the most telling example. We all know that excess alcohol is bad for us. But why is that France produces more alcohol than Britain ever will and yet I can spend three weeks on holiday there without seeing a single drunk staggering around the streets, even after the bars close?
So much for education, education, education. I hear Gordon is to up the school leaving age to 18. Perhaps we could use that extra education to tell people what food is and how to cook and eat it instead of blindly following the easiest route to the microwave.
KR, Stockport,
This article does raise some interesting points. In particular, a commercially available product may have many different possible uses, some of which are more risky for the user and less beneficial overall.
In particular, I was thinking of John's comment about "traffic-light" labelling of food. I carry glucose tablets (and/or chocolate) when taking cross-country hikes and when driving (as low blood sugar can lead to lack of energy and lack of attention). What is the correct "traffic-light" labelling for the sugar level of glucose tablets and chocolate?
Nigel Sedgwick, Beaconsfield, UK
I dont really get the British people. For example if the government anounce that they are consider raising revenue for taxes through driving or drinking or smoking under the justification that it is in the nations interest. The British people lap it up. My view is that I don't drive excessive distances to commute and dont have a obesity, smoking or alcohol related dependency. Therefore the above increases in goods basic value are just an additional tax I have to pay for the absent minded. When are we required to take responsibility for ourselves?
John, Egremont, Cumrbia
Of course companies refuse to defend themselves publicly when campaigners fire untrue allegations at them. Their only conduit is the Media, whose style (you said it yourself) is not to engage but to criticise, demand, and oppose.
The wonder is not that the Media is held in greater contempt than politicians (Times excluded of course), but that it has arrived at this position without ever being on the receiving-end of a media-blitz. Unfortunately, contempt seems not to translate into lack of influence; the steady drip of drivel has us all humming a tune we can't stand.
Ken Leyland, Liverpool, U.K.
In response to Jamie
If a product is not labelled to your standards, then do not buy it.
Does that put the responsibility on you simply enough?
Dominic, Manchester, UK
The food industry is currently fighting against the use of
traffic light labelling. This is the most simple and
effective way of showing when the level of fat or sugar is
excessive. If, say, the level of sugar is too high the amount
is shown on a red backgound. If, it is low it is shown on
a green background. The food industry would simply prefer
a full listing shown in very small print so as to make it
as difficult as possible for the consumer to know if
the levels of fat or sugar is excessive.
John, LONDON,
Companies will happily sell us something that is bad for us. Left to themselves they won't give us the basic information that allows us to realise it is bad for us - why would they? Companies would not have clearly labelled their food without government legislation and the perceived threat of more to follow. Now it is labelled, the individual can choose.
There is no dichotomy between corporate responsibility and individual responsibility - corporations are responsible for giving individuals the information they need to make the decisions for which they are responsible.
Jamie Gilmour, Bolton, UK