Below you'll find a list of all posts that have been categorized as “Crisis Response”
Working with the media in litigation-related situations can reap serious rewards for lawyers and their clients. While the first option for dealing with the public is usually a crisis management professional, when dealing with legal matters lawyers hold the advantage of attorney-client privilege, which is a major aid in protecting …
“In the Twitter age” is a term I heard this past week from a slightly frustrated public relations professional talking about how he’s been forced to modify his crisis management plan. And change he must. The best-laid crisis management plan will quickly unravel when information – true, untrue or even …
A new issue of Crisis Manager has just been uploaded to the Bernstein Crisis Management website! This week’s edition features an article by blogger and professional consultant Mike Johannson, PR Crisis Management in the ‘Twitter Age’, that lays down some ground rules for handling damage control in the social media …
A recall was issued for over 150 items containing hydrolyzed vegetable protein after salmonella Tennessee was discovered in products made by Las Vegas based Basic Food Flavors. The FDA, conscious of criticism received for slow action in the past, launched an aggressive crisis response effort with a list of potentially …
The emergence of social media services as places to gather and share ideas has opened new avenues for consumers to find and connect with each other. While this obviously presents many opportunities for positive brand conversations, what may not be immediately apparent is the way in which the various social …
Having a bulky, lumbering communications structure does nothing but obstruct crisis management. In a recent post on his blog, social media consultant Mack Collier used the example of Southwest Airline’s disagreement with director Kevin Smith, who was allegedly asked to disembark from a flight because he was too large to …
Nestle is the latest company to run afoul of social media users, and they’ve managed to do it in a manner that’s captured negative attention all over the world. In reaction to a Greenpeace ad accusing the foodmaker of sourcing palm oil from companies that destroy orangutan habitats, fans stormed …
We’ve discussed the various ways Toyota’s crisis response was lacking, but the company’s poor crisis management practices before the recalls began were also a major contributor to the level of damage done. This quote from a post on the Experience Matters blog explains what went wrong: Toyota spent a lot …
If your protocol is comprehensive but unmanageable, that’s a crisis in itself What’s worse: having no crisis plan, or an unwieldy one? Consider that the latter is worse for an organization that lets its fate ride on the contents of a clunky plan that isn’t actionable. This quote from an …
Department for Work and Pensions (DWP) civil servants in Carlisle have alleged they were ordered to imitate answerphones between 12pm and 2pm on Monday, so that when callers got through, the workers would say: “Due to the high volume of enquiries we are currently experiencing, we are unable to take …
The death of a trainer at the hands of their main attraction, a killer whale, had to be in SeaWorld’s book of worst case scenarios. What kept this a public tragedy and not a PR nightmare was the effective way in which the park used social media to handle crisis …
Crisis Commons’ Crisis Camps are once again kicking off, this time with aid for Chile in mind. These gatherings of tech-savvy volunteers have already demonstrated the crisis management capabilities they bring to bear with their mapping and communications aid for the Haiti ‘quake, and here’s a quote from V1 Magazine’s …
Jonathan Bernstein was recently interviewed for a Business Insider story about product recalls, and the website allowed us to embed the whole story for you here. The BCM Blogging Teamhttps://www.bernsteincrisismanagement.com/
Last week’s Business Matters podcast, now available as a 20-minute .MP3 file, took a look at the various aspects of Toyota’s landmark crisis by interviewing several professionals, including Bernstein Crisis Management President Jonathan Bernstein, on what it all means to Toyota and their customers. Although the recall is already being …
These days it pays to remember that, to the general public, bloggers, Tweeters, and the like hold a growing degree of credibility. As this quote from an Economic Times article explains, it’s just as important to form relationships with these “I-Reporters” as it is traditional ones:Companies faced with a crisis …
