Below you'll find a list of all posts that have been categorized as “PR”
A single tweet can create serious consequences We’ve examined many cases of organizations landing themselves in need of crisis management as a result of poorly planned tweets, but the latest Twitter dustup may have larger ramifications than rumblings in the court of public opinion. This past Wednesday, the @USEmbassyCairo account …
If your reputation’s at risk, you have a crisis on your hands It’s practically a mantra here at Bernstein Crisis Management – “reputation is your most valuable asset,” but out in the world many organizations just don’t get it. The reality is that no matter how successful you are, if …
Master this aspect of social media crisis management It’s becoming increasingly common for frustrated or upset stakeholders to, instead of picking up a phone, take their complaints straight to social media. Often, these posts are made in the heat of the moment, and can be quite vicious. Sometimes it’s warranted, …
Listen up for clues about incoming crises You’ve established crisis management plans and your people are trained. Good to go, right? Well…kind of. Even with excellent preparation, it still takes time to mold messaging specifically to fit the situation, and, especially if you’re a larger organization, to get the green …
Quick thinking turns crisis into opportunity for Delta Turning lemons into lemonade is an ideal goal of any crisis management effort. The folks at Delta airlines’ Knoxville, Tennessee branch proved they understand that concept perfectly when they satiated a plane full of grumpy, travel-weary customers who had been stranded on …
Check your facts, or it’s bound to be crisis management time One of the most important, and often overlooked, building blocks of credibility is making sure you have the facts straight. It’s pretty simple – if you earn a reputation for dishonesty and/or inaccuracy, then nobody is going to believe …
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 …
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 …
Proper prep is the #1 way to reduce the impact of crises on your operations There are many parallels that can be drawn between crisis management and sports. In a blog post today on The Buzz Bin, Jeff Wilson, APR, offered up the following great example when he discussed crisis …
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 …
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 …
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, …
