Below you'll find a list of all posts that have been categorized as “Jonathan Bernstein”
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 …
The health of your reputation relies on you The notorious Los Angeles chapter of the Better Business Bureau has been shut down by its national parent organization. The move, which many L.A. business owners could have told you is long overdue, came as a result of the chapter’s, “pay for …
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 …
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 …
Defend your virtual borders We recently wrote on the NY Times Hacking and what it means to you, but the latest news from the world of cyber-threats makes that attack look like small potatoes. In a groundbreaking move, U.S. computer security firm Mandiant released a 60-page account of activities conducted …
Why you need to include media training in your crisis management prep Knowing how to handle media relations is one of the core components of crisis management, but to this day there are very few organizations that really take it seriously. In a recent case study, published on Ragan’s PR …
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, …
Large crises often have their roots in small incidents It’s painfully common for organizations to only learn invaluable crisis management lessons AFTER they’ve experienced costly problems of their own. Thing is, there are plenty of people messing up out there, and you can save a lot of time, money and …
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 …
