13. If things go wrong
Nothing matters more than trust and fair dealing with our audiences. Even with the best planning things may occasionally go wrong and in extreme cases this could result in problems on air. However, even though there may be pressures to keep programmes on the air, we must never compromise our editorial integrity.
Refer up, as soon as possible if serious problems over the robustness of the competition begin to develop. The appropriate editorial figure responsible for the programme which contains the competition must be informed, even if the problems have occurred in another media. For example, the competition may be run on several platforms and the problem may have occurred only online, however the television or radio executive must be made aware of this at the earliest opportunity.
The problems with the competition could have significant consequences for the programme. The appropriate editorial figure will need to decide what action may be needed on-air, whether further advice or further referrals upwards are needed, and what relevant audience information should be given out as soon as possible.
If the competition is online then the relevant Interactive executive must be informed.
In all cases it is vital that we do not inadvertently encourage people to keep entering when we know the competition may be compromised.
All measures possible must be taken to try to rectify the problem - where the competition involves telephony or a combined telephony online entry mechanic, ITACU must be consulted..
Do not announce or publish an incorrect result on-air, online or in any other media.
Instead explain to the audience that there has been a problem and the result will be announced at a later date. This must be done even if the whole programme/project has been developed or billed around the result of the competition.
BBC Press and Publicity should usually also be alerted.
The need for transparency is paramount. Audiences will value our openness. Online, we may wish to publish an explanation and an FAQ to give people more information about what has gone wrong and why.