Say farewell to our flame-prone friend After months of Galaxy Note 7’s bursting into flames, even after swapping battery suppliers and making major changes to the device’s firmware, Samsung announced yesterday that it was permanently calling it quits on production and sales of its flagship smartphone. A serious of crisis management failures – …
You aren’t dragging this candy company into a political debate When Donald Trump Jr. tweeted a picture of a bowl of Skittles to support his take on the Syrian Refugee crisis the @Skittles twitter account was flooded with users tagging them and otherwise referencing Jr’s post. Instead of playing ostrich or …
A second Listeria scare for the still-recovering ice cream manufacturer Blue Bell Creameries, which almost shut its doors for good in 2015 after a nasty Listeria outbreak that left three dead, has issued a recall of several ice cream products over fears they may contain Listeria once again. Although Blue …
Suds won’t clean this crisis up The U.S. Consumer Product Safety Commission (CPSC) is actively and cooperatively working with Samsung to address safety issues related to certain top-load washing machines made between March 2011 and April 2016. CPSC is advising consumers to only use the delicate cycle when washing bedding, …
Designers thought they were respecting Pacific Island culture, but critics disagreed Okay, we get it. If you’re Disney, and putting out a fall movie starring Dwayne “The Rock” Johnson, then you’d like to cash in on that fact with a Halloween costume. But…maybe someone should put the brakes on when …
Don’t get caught with your pants down when it comes to harmful misinformation The Right Honorable Sir Winston Churchill knows a thing or two about crisis management, having been a driving force in UK politics through the first and second World Wars. His career requires little recap, so let’s move directly …
Why suing to have negative reviews removed is a waste of money “We’ll have our lawyer contact Yelp and they’ll remove the review”. It’s a common response from organizations who have seen damage from negative online reviews. It’s also dead wrong. Yelp in particular has been at the center of a number …
Useful infographics to address a variety of crises 65% of the population consists of visual learners, making infographics a great way to impart important information. Recognizing this, the Centers for Disease Control and Prevention’s Office of Public Health Preparedness and Response (say THAT three times fast!) has created a great …
A sign of change for regulating employees’ internet use? In what could be a precedent-setting decision, the National Labor Relations Board has ruled that Chipotle may no longer have a social media code of conduct. The ruling states that the fast-service food chain must cease, “Maintaining a rule entitled ‘Social …
An eye-opening collection of information Statistics have long been a leading driver of decision making because they are concrete, and they help paint a picture more clearly than talking about sentiment, feeling, and the like. If you’re on the fence in terms of investing in online reputation management, or have …
Reputation Versus Expectations in the Autonomous Vehicle Industry By Jonathan Bernstein & Grayson Brulte The severity of reputation crises is inversely proportional to the expectations stakeholders have about the organization or individual in crisis. [Jonathan Bernstein] One of many reasons for close integration of crisis preparedness and operational planning is …
When the need to respond to complaints clashes with a lack of training dangerous sparks can fly Dealing with online reputation is a regular part of doing business today, so much so that many overlook how disconcertingly easy it is for even an employee who means well to bring you into …
Turn your phone into a crisis management tool Though it may come as a surprise to some, that smartphone we all carry around can be used for more than posting pictures of cats or checking out the latest YouTube sensation. Although this infographic was shared with us from an unlikely …
There’s no excuse to not come prepared for easily anticipated issues Snapchat certainly holds a spot as a darling of the social media world, but that doesn’t mean it’s immune to controversy. One of the most popular features of Snapchat are the various “lens” filters users can apply, which put …
There’s no room for a sluggish response to a predictable situation Sometimes, $%@! happens. What really matters is how you handle it. When an outage in Delta’s systems left passengers around the world stranded, the airline failed to step up to the challenge in a timely fashion, and is taking serious reputation …
