Below you'll find a list of all posts that have been categorized as “Crisis Response”
Quick thinking turns crisis into opportunity for Delta Turning lemons into lemonade is an ideal goal of any crisis management effort. The folks at Delta airlines’ Knoxville, Tennessee branch proved they understand that concept perfectly when they satiated a plane full of grumpy, travel-weary customers who had been stranded on …
News outlet ignores basic crisis management in face of massive protest The Steubenville rape trial made national news due to the heavy involvement of social media as evidence, but looked ready to recede from the headlines following the guilty verdict that was handed down to the two young perpetrators. The …
Quality service will do wonders for your reputation. Neglect it, and, well, read on… Providing the type of customer service that you would like to experience yourself is one of the most effective, yet least-utilized forms of crisis management. Instead of correcting a problem and moving on with business, many …
Quite often, just doing the right thing is enough for crisis management Last week, Rogers Media found itself at the center of an unexpected crisis. While vacationing in Mexico, cellular customer Matt Buie set his phone to “airplane mode” in order to avoid roaming charges and handed it off to …
Proper prep is the #1 way to reduce the impact of crises on your operations There are many parallels that can be drawn between crisis management and sports. In a blog post today on The Buzz Bin, Jeff Wilson, APR, offered up the following great example when he discussed crisis …
Launch issues leave EA in dire need of crisis management Many of us have fond memories of playing SimCity, building networks of roads and utilities, adding amenities and ultimately destroying it all via alien invasion. Now, fast forward ten years to last Tuesday, when the latest incarnation of the wildly …
Consider carefully, or you could create your own crisis management scenario In Oakland, CA, a city where the burglary rate climbed over 40% last year, Mayor Jean Quan came under fire after members of the public discovered that a lockpicking class was being promoted in her weekly newsletter. An Oakland …
Neglecting even basic crisis management, Fung Wah buses are no more When Massachusetts inspectors found cracks in Fung Wah bus frames, we knew the discount carrier line had a crisis on its hands. What we didn’t expect was just how fast things would go from seemingly repairable to completely out …
Twitter Crisis Comms Still Lack Ingredient We’ve criticized Twitter in the past for its robotic crisis communications, which regularly lack any semblance of the human touch that is practically demanded these days. Oh, you’ll certainly receive notification if, as in the example below, your information may have been compromised, but …
Stick to Crisis Management 101, admit your mistakes When it was announced that traces of the agricultural chemical DCD had been discovered in milk powder produced by New Zealand dairy company Fonterra, and, even worse, that Fonterra had discovered the problem months before it became public knowledge, it created an …
No playing ostrich with this one, crisis management is needed, and fast The story of the young woman who disappeared late last month and was found dead in a hotel’s water tank this week is still being unraveled, but what’s certain is that the Cecil Hotel, located in Los Angeles’ …
Silence is a major crisis management no-no In case you’ve missed the social media headlines of the past couple days, the Twitter feeds of both Burger King and Jeep were compromised, big time. Burger King was the first to be hit, and the hacker (or hackers) gleefully defaced its profile, …
Errant tweets, offended followers and weak crisis management – a bad combination The city of Vaughan, located a bit north of Toronto, was the latest organization to find itself in crisis as a result of rogue tweets. Last week, in the midst of a snowstorm, the following tweet went out …
Perfect crisis management takes practice, practice, practice Practice makes perfect. We’ve heard it from parents, teachers and coaches all of our lives, so why do so many organizations neglect the fact that they need to practice their crisis management plans in order to effectively put them into practice for the …
What crisis management steps should EU meat producers take as scandal grows? [WARNING: The following blog post may contain puns dangerous to one’s sanity.] As British police and regulators raid meat processors and slaughterhouses with unbridled enthusiasm, and French prosecutors open a formal judicial investigation into whether there was fraud …
