Below you'll find a list of all posts that have been tagged as “crisis communication”
Our crisis management consultants share their takeaways from this outrage outbreak You’ve undoubtedly already seen coverage related to Peloton, maker of high end exercise bikes and treadmills, becoming the first brand to draw the internet’s ire in the 2019 holiday season. While pundits have been furiously drawing lines in the …
[Author’s Note: The general public seldom gets to see what goes on behind the scenes of a significant product recall. It ain’t always easy!] The Crisis Home Products manufacturing (name disguised), based in the Midwest with operations throughout North America, received reports from distributor showrooms that some of the …
[While there’s absolutely a need to take care when dealing with issues involving major risk of litigation, sometimes the situation demands a clear, “We’re sorry”. In this guest post, reputation and crisis expert Mark Story asks why it was those words Boeing battled to avoid saying in the face …
Don’t let dishonesty creep into your communications Lying is a funny thing. While it’s widely accepted that purposely stating something that isn’t true is classified as a lie and wrong to do, people convince themselves that other forms of lying aren’t so bad. As a kid I was told there are …
Can the ridesharing service correct before it swerves out of control? We all knew serious change was required at Uber in order for the ridesharing service to survive. Explosive growth got it to the top, but massive and repeated reputation threats created by everyone from the founders themselves to individual drivers …
What changed and why it matters I think “about damn time” sums it up well. Though we criticized Samsung’s initial effort for its slow roll of damaging information and lack of compassion, it’s clear the electronics giant made a choice to directly address its reputation issues. The package it put out today was …
Mistake steps on profits for footwear distributor Score another one for sharp-eyed Redditors, and another financial loss for a company that failed to spot an issue before it created public problems. California-based Conal Footwear found itself in bad spot after a Reddit user shared [warning, NSFW language at link location] an image of prints …
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 …
Saying “we’re sorry” and doing it well A quality apology is a beautiful thing. That’s why when we caught sight of this exquisitely executed, “We’re sorry” email from Cox’s Business branch to customers we had to share. Check it out, and maybe file it away as an example for the …
Communication is now a two-way street whether you like it or not You don’t wind up leading teams at organizations like Fast Company and Inc. magazine unless you have your finger on the pulse of the modern world, and our featured quote for this first Crisis Management Quotable of 2016 …
The stats behind this critical member of your team Anyone tasked with speaking for their organization is under serious pressure. While practice and experience can result in the appearance of effortless communication, the reality is that it’s a tough job with responsibilities that extend beyond saying a few words for …
My how things have changed! At the core of nearly every aspect of crisis management you will find communication. Even if you consider yourself a master of crafting the right message, there’s no arguing that the precise “how” of transmitting ideas, instructions, and explanations is constantly shifting. We came across …
Missing compassion leaves response lacking The sheer number of data breaches we see these days has desensitized people to a certain extent, but what happens when children are suddenly thrown into the mix? Earlier this month, hackers snatched the personal information of nearly 5 million parents who had registered with …
Building trust is a must if you want communications to be effective A quote I came across from Dr. Stephen Covey, author of the famous “The 7 Habits of Highly Effective People”, really got me thinking. Too often, those at the center of crises mistakenly believe their stakeholders have an obligation …
Knowledge that will help keep your communications on point Knowing what communication platforms stakeholders prefer, along with how they’re actually using them, is key to delivering your crisis messaging on target. We discovered this HubSpot infographic that nicely displays how people make use of one of the premier social media …
