Below you'll find a list of all posts that have been categorized as “crisis management”
Poor preparation results in reputation damage Bank of America caused a major uproar early this month when it announced that the majority of its customers will be charged $5 per month for debit card use. The reasoning behind this, at least according to BofA, is that new regulations have raised …
Make media and the public your allies against crisis It is vital to keep the media and public on your side. Ideally, this process will have started before any crisis occurs, through fostering relationships with journalists, bloggers and, of course, your customers. Once the crisis has occurred, you keep them …
Do the right thing and the public will forgive Whether in daily life or business, negative situations bring a negative reaction. It’s how we behave after the fact that shapes the way we are perceived. Attempt to cover up the facts, and people smell a rat. Take the high road …
Take the conversation to your customers The Toyota recall of 2010 was perhaps one of the most devastating crises in terms of sheer logistics and media pressure that we’ve seen in recent history. The media pressure was made especially powerful because social media users latched onto the story, with bad …
Over-preparation is the best path With memories of devastating storms still fresh and painful in the minds of many, the coming of Hurricane Irene was nothing short of scary. Public safety officials leapt into action, just as they had been criticized for not doing in the past, but when the …
Proof that you need to be prepared Social media crises are on the rise, but 76% of those that occurred since 2001 could have been diminished or averted with the proper social media investments, according to a report by Altimeter Group released on Wednesday. For the report, entitled “Social Business …
Ignoring crisis prevention costs Last week, retailer WH Smiths learned about the wrath of social media. A Twitter user in Leamington Spa tweeted a photograph appearing to show that the retailer had moved its copies of Gay Times and Attitude, apparently in an attempt to keep them out of sight. …
Crisis management is simpler than it seems To control a crisis, organizations must be able to respond quickly as well as effectively. Delay in response erodes credibility. A bad scenario takes on additional dimensions until it just gets worse and worse. Indeed, the first fundamental rule is to take the …
Who needs media training? Everyone. While empowering employees to speak up in the midst of a media firestorm is the opposite of most large companies’ knee-jerk reaction — telling staff to zip their lips is a more likely standard response — more firms are coming around to this approach. “What’s …
Share information first to prevent problems later We live in a litigation-happy society, but, while it’s important to protect your business, in the midst of a public crisis disseminating important information should take priority. Besides increasing safety for all involved, this practice plays another crucial role in crisis management, as …
Short messages, long reach Twitter by its nature helps facilitate mass discussion, and the evolution of hashtags means that it’s even possible to (mostly) keep these discussions organized and on-topic. My favorite part of this is that it enables professionals around the world, who might otherwise have no contact with …
It’s not voodoo – SEO pays by preventing crises My dear mother forwarded me an email today with the subject line, “Target Says “Veterans do not meet our area of giving.” It was one of those emails that had been flashed around the world and the string was filled with …
Take control with wordplay Whether you’re a Fortune 500 company or a garage startup, at some point your business is likely to come under fire, whether it be from opponents or the media. These attacks often focus on one particular word or phrase which is damaging to your reputation, and …
Trouble isn’t over for Murdoch and Co. The downfall of The News of the World was one of the biggest crisis management mishaps this year, and thanks to emerging information we’re finding the entire circus may not be over yet. A quote, from the Guardian UK: Rupert Murdoch, James Murdoch …
Stay humble in your celebrations Using crisis management to cope with negative events is a common topic on this blog, and of course it’s an essential part of business. What gets less attention is exactly what you’re supposed to do when you have good news to share. In a recent …
