Below you'll find a list of all posts that have been categorized as “Crisis Response”
Crisis management 101 pays off for gaming company Crisis management professionals are very much aware of the reputation issues that negative discussions on Twitter, Facebook, and certain forum communities can bring. When gaming company N-Control ran afoul of its stakeholders via a marketing consultant’s short temper (Quote: “We do value …
this one will help your crisis management Communication is the cornerstone not only of crisis management, but also much of business. In order to bring stakeholders the answer, product, or service that they want, you need to understand WHY they want it. This can be difficult to explain, which makes an …
Dishonest promotion causes reputation damage We’re always fans of businesses using charitable-type events or offers to promote their reputations. Run things the wrong way though, and you’ll find yourself in crisis management mode instead of reaping in the praise. When AAA announced its “Tipsy Tow” service for New Years Eve, …
Social media scare in Jersey The unfamiliar noise from Jaclyn Boruch’s cell phone startled her. She reflexively grabbed it. What she saw next scared her. In bold red letters were the words “CMAS Alert” followed by “Civil Emergency in this area until 1:24 PM EST Take Shelter Now U.S. Govern.” …
Sometimes the right crisis response is to delete Retailer Lowe’s is in the midst of a social media breakdown, as thousands of racist comments flood a post on their Facebook page explaining why it’s pulled advertising from the TLC show, “All American Muslim.” Media across the country caught wind of …
Weak crisis response leads to reputation damage Early last week, PayPal found itself on the receiving end of a Facebook beat down when it suddenly put a halt to the “Secret Santa” charity drive being run by Regretsy.com (careful, content is NSFW at times) because they had used the wrong …
Putting a price on complacence Mismanaging your reputation is almost guaranteed to cost big bucks, yet even multi-billion dollar organizations tend to gloss over this crucial part of crisis management. The main reason corporate execs offer is that they believe the results of an investment in reputation management “can’t be …
Last month, we featured Rick Kelly’s article about Jerry Sandusky’s crisis communications, “When Shut the Hell Up is the Best Advice.” Unfortunately for them, it looks like Sandusky’s camp missed this piece, because now his lawyer’s the one offering up quotes that place more than a little cause for doubt …
Don’t forget your front lines When you’re in the midst of the flurry of activity that is crisis management, it’s easy to focus on communication with those outside your organization. Often forgotten, though, are the people still handling day-to-day operations. In a Forbes interview, Thomas Watjen, the CEO that drove …
Safeguard this valuable asset Regardless of what your business is, trust plays a major factor. The problem with this is that by their very nature, crises undermine trust. They prove that you have vulnerabilities, and often demonstrate that you don’t have them protected very well. How then, do you maintain …
It’s not just the pros anymore …the definition of “the media” has changed. Today, anyone with a smartphone and YouTube is a TV journalist. Anyone with a smartphone and Facebook is a photojournalist. Anyone with a laptop and a blog is a newspaper reporter. The citizen journalist is the person …
Word of mouth has very long reach At some point, an individual will have a problem with your organization. In the past they would tell a friend, who would then would tell two friends, and so on. Bad news, yes, but the information rarely got far. Now, instead of merely …
Strong communication means straight talk The Federal Emergency Management Agency’s first nationwide test of its Emergency Alert System took place earlier this month, and although there were some hitches encountered, the agency was a fine example of communication following the test. A quote, from the FEMA blog: So now that …
Convincing doubtful execs is easier than it seems Crises of reputation and operation happen every day, yet for some reason one of the most daunting tasks facing those assigned with crisis management is to get a budget that will actually cover the costs involved. In a recent interview with Ragan’s …
The entire Sandusky/Penn State situation continues to capture national attention not only because it is one of the worst college scandals in history, but also for the spectacularly bad crisis management strategy of those involved. In this guest piece from crisis management pro Rick Kelly, originally posted at the Triad …
