Crisis Management

5 Cs

How to Use the 5 C’s When Drafting a Crisis Response

August 17th, 2017 by

In a crisis, a solid framework can make sure you’ve touched on all the major areas you need to communicate and that you haven’t overlooked something major. When the goal is to demonstrate responsibility and leadership, these “5 C’s” can cover all your bases for a reassuring and competent response.

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How Southwest Responded to a Crisis Under Unthinkable Circumstances

August 15th, 2017 by

The upside of technology is obvious. But when things go wrong on the tech side it can create havoc for a technology dependent brand. That was the case for Southwest Airlines last summer, when a computer malfunction grounded a slew of its flights and left thousands stranded. See how the brand used Facebook Live and other social media to keep its passengers and employees informed.

CRISIS

How Large and Small Brands Monitor to Prepare for Social Media Crises

August 8th, 2017 by

As you know, speed is of the essence when dealing with a social media crises. Fortunately, tools exist that can help brands large and small monitor social media conversations, which can buy a bit of time for brands when a social media crisis occurs.

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PR Lessons from a Stylish Tech Brand’s Un-Stylish Crisis Response

August 4th, 2017 by

All that glitters is not gold. That seems to be true with MixBin. The brand recalled nearly 300,000 of its glittery mobile phone cases after an unnamed liquid started dripping from them, burning customers’ skin. While MixBin responded quickly to the situation, offering a full refund, its written statement seems tone deaf and unapologetic.

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How USA Gymnastics Excelled at Handling a Harsh Investigative Report

July 17th, 2017 by

In her latest installment of Image Patrol, Katie Paine looks at how USA Gymnastics is handling its sexual scandal and contrasts it with Bell Pottinger’s mishandling of its crisis concerning an account from a South African company with ties to that country’s president.

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How Royal Caribbean Controls the Message During a Crisis

July 14th, 2017 by

Cynthia Martinez has handled some of the worst crises you could imagine. As director of global corporate communications for Royal Caribbean Cruises, Martinez has dealt with everything from fires to a guest committing suicide by jumping overboard. And since any of Royal Caribbean’s guests can tweet or post a video the moment a crisis arises, her team needs to be quick, transparent and, most of all, prepared. Martinez, who will speak at PR News’ Digital and Marketing Show Oct. 17-19 in Miami, shares a few tips on how to own the narrative.

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MillerCoors’ CCO on What Makes Large Brands Vulnerable to Crises

July 10th, 2017 by

MillerCoors’ CCO Pete Marino discusses why large brands remain vulnerable to crisis and why PR blunders still occur. He also expands on a discussion about his brand’s relatively new blog, transparency and how he would spend an unlimited budget.

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How PokerStars Managed Its FBI Crisis

June 29th, 2017 by

Imagine that one day you wake up to find that your brand’s web domain has been seized by the FBI and there is a warning blazoned across the page alleging the brand and its customers have committed federal crimes—and that prison time and fines may be involved. Reputation trouble doesn’t get much worse than that. But this was exactly the situation PokerStars found itself in.

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4 Steps to Help Your Team Remember and Execute Its Crisis Plan

June 26th, 2017 by

PR pros know that having a Crisis Communications Plan (CCP) is critical. The more difficult task is keeping the plan’s steps top-of-mind for rapid recall when you need them. Chances are your CCP is sitting on a shelf somewhere. This article provides a handy checklist of CCP steps as well as a step-by-step approach to handling crisis communications in a way that will be easy for staff to remember.

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A Three-Step Method to Ensure Proper Use of Social Media in a Crisis

June 5th, 2017 by

Social media can be a blessing and a curse. While it provides an information dissemination platform that an organization can use to communicate with its stakeholders during a crisis, the fact that anyone with access to the Internet or social media can broadcast information about the crisis and an organization’s actions or inactions can result in the dissemination of misleading information. This article provides guidance for using social media in a crisis environment.