Fake Online Reviews and Your Business

Posted on: 12, Mar 14

Jonathan Bernstein crisis communication, crisis communications, crisis management, Crisis Prevention, crisis public relations, Crisis Response, Erik Bernstein, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, public relations, reputation management, social media, social media crisis management, social media reputation management Leave a Comment

Could this case set a new precedent when it comes to online reputation management and the law? No sooner did we finish discussing the fact that Yelp itself acknowledges 16% of the reviews submitted to its site to be fakes (which leaves, in our opinions, a significantly higher actual number …

Social Media Crisis Management and the T-Word

Posted on: 07, Mar 14

Jonathan Bernstein crisis communications, crisis management, Crisis Prevention, crisis public relations, Crisis Response, Erik Bernstein, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, public relations, reputation management, social media, social media crisis management, social media reputation management Leave a Comment

Deleting legitimate complaints is asking for trouble Transparency has been king of the buzzwords for a while now, and for good reason – stakeholders like knowing what’s going on, good or bad, with the organizations they care about. What they don’t like, and has become one of the most egregious …

Online Crisis Management: Watching the Web

Posted on: 01, Mar 14

Jonathan Bernstein crisis communications, crisis management, Crisis Prevention, crisis public relations, Crisis Response, Erik Bernstein, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, public relations, reputation management, social media, social media crisis management, social media reputation management Leave a Comment

The earlier you spot trouble, the easier it is to mitigate damage We really can’t stress it enough, keeping tabs on your online reputation is absolutely vital to crisis management today. The ‘net is where you’re going to catch little problems before they become big ones, but if you don’t …

Prepare for Takeoff with these Social Media Crisis Management Tips

Posted on: 26, Feb 14

Jonathan Bernstein crisis communications, crisis management, Crisis Prevention, crisis public relations, Crisis Response, Erik Bernstein, international crisis management, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, public relations, reputation management, social media, social media crisis management, social media reputation management Leave a Comment

Social media crisis management advice that applies for all types of organizations The 2010 volcano eruption in Iceland was one of the first tests of airline’s abilities to do social media crisis management for a major event. While it was a few years back now, the lessons shared in a …

If You’re on This List, You’re Overdue for Crisis Management

Posted on: 10, Feb 14

Jonathan Bernstein crisis communications, crisis management, Crisis Prevention, crisis public relations, Crisis Response, customer service, Erik Bernstein, internal crisis management, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, public relations, reputation management 1 Comment

Talk about bad press… Landing on anyone’s “most hated” list is a sign that you may be in trouble, but finding yourself among 24/7 Wall St.’s “10 Most Hated Companies in America” means you’re in desperate need of crisis management. How were the companies chosen? Let’s look at the criteria: …

The Gap’s MLK Advertising Gap Hurts Reputation

Posted on: 27, Jan 14

Jonathan Bernstein crisis communications, crisis management, Crisis Prevention, crisis public relations, Crisis Response, Erik Bernstein, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, public relations, reputation management, social media, social media crisis management, social media reputation management Leave a Comment

Another social media #fail from a big brand It seems every holiday brings new mistakes from retailers who seem hell-bent on using them to promote product, hurling common sense to the wayside in the process, and then acting shocked when they’re forced to do crisis management in response to a …

LinkedIn’s Not-So-Convincing Intro Defense

Posted on: 12, Jan 14

Jonathan Bernstein crisis communications, crisis management, crisis public relations, Crisis Response, Erik Bernstein, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, public relations, reputation management, social media, social media crisis management, social media reputation management Leave a Comment

When it comes to crisis management, choose your wording carefully to avoid giving the wrong impression LinkedIn’s new Intro app has information security experts sweating. Why? The app, which inserts profile information about the sender into emails you receive, intercepts emails and passes them through LinkedIn servers before they reach …

Crisis Management Advice for McDonalds after ANOTHER Web Content Fail

Posted on: 01, Jan 14

Jonathan Bernstein crisis management, Crisis Prevention, crisis public relations, Erik Bernstein, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, public relations, reputation management 1 Comment

Burger giant can’t seem to get things right when it comes to the web McDonald’s can’t seem to figure out web content, and whether it’s just bad luck and repeated misunderstandings or a sign of just how out of touch company leadership is, having to repeatedly do crisis management for …

Nokia’s Quick Social Media Crisis Management for F-Bomb Tweet

Posted on: 24, Dec 13

Jonathan Bernstein crisis communications, crisis management, Crisis Prevention, crisis public relations, Crisis Response, Erik Bernstein, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, reputation management, social media, social media crisis management, social media reputation management, Twitter Leave a Comment

What would you do in this situation? It seems not a day goes by where some organization or another isn’t doing crisis management for a social media mishap. Nokia New Zealand’s Twitter account was the victim of a strange incident recently where a single post with the words, “Fuck you” …

“No More Free Shots” – Walmart’s Social Media Crisis Management Policy

Posted on: 20, Dec 13

Erik Bernstein crisis management, Crisis Prevention, Erik Bernstein, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, public relations, reputation management, social media, social media crisis management, social media reputation management Leave a Comment

The retail behemoth is taking on negative social media sentiment Even organizations that have embraced social media are still unsure as to how to best cope with negative comments online. While it’s commonly accepted that you can ignore those who are simply out bash you, or troll, what happens when …

Social Media Crisis Management #Fail: The Secret Plumber

Posted on: 16, Dec 13

Erik Bernstein crisis communications, crisis management, Crisis Prevention, crisis public relations, Crisis Response, Erik Bernstein, Facebook, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, public relations, reputation management, social media, social media crisis management, social media reputation management, Twitter, Weiner Awards Leave a Comment

Twitter is not a private discussion, your statements are there for all to see! The UK Twitter crowd got their own show of spectacularly bad social media crisis management earlier this month, and it all started with this tweet: MASSIVE thanks to the @secret_plumber van reg no SL62FKG for almost …

Campaign Aide Lands Herself in the Running for a Weiner Award

Posted on: 14, Dec 13

Jonathan Bernstein crisis management, Crisis Prevention, Erik Bernstein, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, reputation management, social media, social media crisis management, social media reputation management, Twitter, Weiner Awards Leave a Comment

Another nominee, and a personal crisis management lesson for the young’uns While we certainly knew there were a lot of social media mistakes happening all around us, the launch of the Weiner Awards has resulted in our being told of an absolutely staggering number of outrageous incidents requiring serious crisis …

Crisis Management Musts – Understanding Digital Security

Posted on: 12, Dec 13

Jonathan Bernstein crisis management, Crisis Prevention, cyber threats, cybersecurity, Erik Bernstein, internet crisis management, internet reputation management, internet security, Jonathan Bernstein, online crisis management Leave a Comment

The Internet can create serious issues for your organization, educate yourself to avoid danger If you work with the Internet a lot, and that includes pretty much all of us at this point, understanding digital security is a crisis management must. There are endless examples of trouble sprouting from a …

The Weiner Awards – Recognizing Social Media Darwinism at Work

Posted on: 10, Dec 13

Jonathan Bernstein crisis management, Crisis Prevention, Erik Bernstein, Facebook, internet crisis management, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, reputation management, social media, social media crisis management, social media reputation management, Twitter, Weiner Awards Leave a Comment

[Editor’s note: We’re happy to announce the first-ever Weiner Awards, a fun way to remind everyone out there that the way you use social media can bring some seriously nasty consequences!] LOS ANGELES, December 10, 2013 — Have you ever horrendously embarrassed yourself using social media?  You send a Tweet, …

Crisis Management Lessons from Royal Caribbean

Posted on: 20, Nov 13

Erik Bernstein crisis communication, crisis communications, crisis management, Crisis Prevention, crisis public relations, Crisis Response, Erik Bernstein, internet reputation management, Jonathan Bernstein, online crisis management, online reputation management, PR, public relations, reputation management Leave a Comment

Rough seas lead to valuable lessons Learning vicariously through others who have endured crises is one of the very best (and least painful) ways you can better your own crisis management ability. Early this year we wrote, repeatedly, on Carnival Cruise Lines’ failures to do proper crisis management, but they …