Transparency and truth in communications

Key points:

Dear Superintendent,

Your job now requires a new level of transparency that you are reluctant to provide. This media crisis will burn for several more days if we sit silent. We are in a true leadership moment and I need you to listen to your communications expert. I can make your job easier and more successful.

Signed,

Your Communications Director

As superintendents come under more political fire and frequent negative news stories about their school districts circulate, it is easy to see where the instinct to not comment and just focus on the work might kick in. However, the path forward requires a new level of transparency and truth-telling in communications. In fact, the work requires you to get out in front so that your teachers and staff can focus on their work.

I recently spoke with a school district facing multiple PR crises. The superintendent was reluctant to address the issues publicly, preferring one-on-one meetings with parents over engaging with the media or holding town hall-style parent meetings. But when serious allegations of employee misconduct and the resulting community concerns arise, it’s crucial for superintendents to step forward and take control of the narrative.

While the details of ongoing human resources or police investigations cannot be discussed, it’s vital to inform the community about actions being taken to prevent future incidents, the safeguards being implemented, and your unwavering commitment to student and staff safety. All of that is far more reassuring than the media reporting, “The district was not available for comment,” “The district cannot comment due to an ongoing investigation,” or even worse, the dreaded, “The school district said it has no comment.”

Building trust with proactive communication

A district statement or email doesn’t carry the same weight as a media interview or an in-house video message sent directly to community members. True leadership means standing up and accepting the difficult interviews, answering the tough questions, and conveying with authentic emotion that these incidents are unacceptable. What a community needs to hear is the “why” behind a decision so that trust is built, even if that decision is to hold back on key information. A lack of public statement can be perceived as indifference or a leadership void, which can quickly threaten a superintendent’s career.

Superintendents should always engage with the media during true leadership moments, such as district-wide safety issues, school board meetings, or when the public needs reassurance. “Who Speaks For Your Brand?” looks at a survey of 1,600 school staff who resoundingly stated that the superintendent is the primary person responsible for promoting and defending a school district’s brand. A majority of the superintendents surveyed agreed as well. Promoting and defending the district’s brand includes the negative–but also the positive–opportunities like the first day of school, graduation, school and district grade releases, and district awards.

However, not every media request requires the superintendent’s direct involvement. If it doesn’t rise to the severity level worthy of the superintendent’s office, an interview with a department head or communications chief is a better option. The superintendent interview is reserved for the stories we decide require it, not just because a reporter asks for it.  Reporters ask for you far more than your communications chief ever tells you.

It is essential to communicate directly and regularly with parents through video and email using your district’s mass communication tools. You control the message you want to deliver, and you don’t have to rely on the media getting it right.  This is an amazing opportunity to humanize the office.  Infuse your video scripts with more personality and emotion to connect on a personal level with your community. It is far harder to attack the person than the office. Proactive communications help build trust for when you need it later.

I have had superintendents tell me that they prefer to make their comments at school board meetings. School board meeting comments are often insufficient, as analytics often indicate low viewership for school board meeting live streams or recordings.  In my experience, a message sent to parents through district alert channels far outperforms the YouTube views of school board meetings.

Humanizing the superintendent’s role

Superintendents should maintain a consistent communications presence via social media, newsletters, the website, and so on to demonstrate their engagement within schools. Short videos featuring interactions with staff and students create powerful engagement opportunities. Develop content to create touch points that celebrate the contributions of nurses, teachers, and bus drivers, especially on their national days of recognition. These proactive moments of engagement show the community that positive moments happen hourly, daily, and weekly within your schools.

If you are not comfortable posting your own content, have your communications team ghostwrite posts for you. You never want a community member asking, “What does the superintendent do all day? We never see them.” If you are posting content from all of the school visits and community meetings you attend, that accusation can never be made again. You now have social proof of your engagement efforts and evidence for your annual contract review.

Effective communication is a superintendent’s superpower. Those who can connect authentically and show their personality can truly shine. Many superintendents mistakenly believe that hard work alone will speak for itself, but in today’s politically charged landscape, a certain amount of “campaigning” is necessary while in office. We all know the job of the superintendent has never been harder, tenure has never been shorter, and the chance of being fired is higher than ever.

Embrace the opportunity to engage and showcase the great things happening in your district. It’s worth promoting positive and proactive communications so that you’re a seasoned pro when the challenging moments come. There might just be less of them if you get ahead.