Below you'll find a list of all posts that have been categorized as “crisis communications”
What’s the relationship between customer service and social media? Social Customer Relationship Management and Crisis Management are more than buzz words for getting the word out about your online business. When it comes to CRM and social media, the buzz word relates to the way your customers spread the word …
Thoughtless communication brings negative attention Remember the big oil spill last year in the Gulf of Mexico? I’m guessing your answer is yes. And, because our collective answer to that question is yes, Transocean Ltd. created a PR problem for itself when it claimed in an SEC filing last week …
Applebees and Olive Garden must take thorough steps to clean up reputations Two of the juiciest stories of the past couple weeks have involved Applebees and Olive Garden serving alcohol to small children. For Applebees, the incident was especially damaging to its reputation because a similar incident just last year. …
Crisis management lax following incident This past Friday, Applebees restaurants encountered a world of trouble when employees at one of its Detroit area locations allegedly served tequila mixed with apple juice to a 15-month-old child in, and this is the kicker, the child’s own sippy cup! While it’s very possible …
Strong crisis communication prevents trouble for automaker As social media opens up new communication and crisis management avenues, it also presents new dangers. One of the most common types of trouble that comes to companies using social media is inappropriate postings by employees. Auto giant Chrysler found this out first …
Take charge of communication You always want to be the primary source of information in a crisis. The best way to do this in today’s climate of near-instantaneous communication is to answer stakeholders’ questions before they’re ever asked, a crisis management tactic described here in a quote from a Mashable …
Give the people want they want While communication will fall flat on its face without actions to back it up, in the immediate aftermath of a crisis the first thing the public wants is information. In a recent post on the LawFirmsPR blog, my colleague, crisis communication expert Rich Klein, …
Japan faces overwhelming need for crisis management The catastrophic impact of last Friday’s quake and tsunami in Japan shows that even the very best preparation can be overwhelmed by violent and unpredictable events of this magnitude. Japan has a well-drilled population, strict building regulations and some of the most extensive …
Everyone needs to be on the same page when it comes to crisis communication It’s not always possible to limit crisis communications responsibilities to one person, which can create damaging situations if everyone isn’t on message. This was evidenced after White House staffers gave varied responses to questions regarding the …
Choose your words carefully or your reputation will suffer Merrie Spaeth’s BIMBO Awards are a constant reminder of the power that words carry and the danger of using them without thinking. The latest edition of the BIMBOs features a medley of examples, including this outstanding one: “The crisis was not …
Designer heads to rehab after rant in bar Fashion designer John Galliano is the latest high-profile person to be captured on film making a complete ass of himself and embarrassing his employer, Christian Dior, in the process. Already cut from the Dior team, Galliano is headed straight to rehab for …
Shady SEO tactics create a reputation crisis While it can certainly net you temporary gains, in the long run it doesn’t pay to be dishonest. Retailer J.C. Penney is a perfect example, having been outed by The New York Times this week for using “black hat” SEO methods to unfairly …
Active crisis communication always pays off In the past, when all hell broke loose, regular sources of information could be hard to come by, unreliable, intermittent and downright infuriating; a phone number with a taped message on the other end, a sliver of advice, half-heard from the radio or a …
No matter how talented your team is, crisis management is not something done best on the fly. While obviously some improvisation is necessary, it’s important to create a plan and follow through. That’s why, as Risdall McKinney PR president Rose McKinney wrote in a recent article, “protocol counts.” A quote: …
Strong crisis communication prevents reputation damage The Red Cross is extremely experienced with social media, having been an avid and active user for years now, so when a rogue tweet went out from its Twitter account at nearly midnight last night, the organization was not caught flat-footed. The Tweet, from …
