Below you'll find a list of all posts that have been categorized as “Crisis Response”
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 …
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 …
Changes in technology have shifted priorities Public relations and marketing have always served similar functions, but in decidedly different arenas. In their evolutions, though, the two disciplines have grown increasingly closer, resulting in some organizations naming one person to hold both CMO and CCO roles. One example is American Airline’s …
Weak response hurts pizza giant’s reputation Early this month, Ken Wieczerza went to reheat a piece of his Pizza Hut from the night before, only to (allegedly) find a used, bloody bandage. Obviously dismayed, Wieczerza claims to have sought a private resolution, but was forced public by Pizza Hut’s own …
Extra crispy crisis management brings success Another food fiasco occurred last month, with YouTube at the center once again. A worker at a KFC Malaysia location was filmed tampering with food and fired, but weeks later KFC officials were shocked to see the video pop up on YouTube and quickly …
Creative thinking makes for stronger crisis planning Some crises, natural disasters for instance, are almost a given. There is no way someone is going to overlook the fact that California is known for earthquakes, or that their company headquarters is located smack dab in the middle of Tornado Alley. Others …
Don’t keep employees out of the loop Many businesses plan for ways to communicate with the public and media during crises, while neglecting internal communication plans. While obviously external communication is important, well-informed employees are a necessity for proper crisis management. In this quote from a New York Examiner article, …
Don’t be caught off guard You’ve signed up on Twitter and things are going well. You’re posting links to events, useful information, and company blogs, perhaps even beginning to interact with some active stakeholders when suddenly you notice your company name and #FAIL are appearing in many of the same …
