Crisis Management


How PR Pros Can Anticipate Crises at Their Own Organization

October 20th, 2016 by

There’s good news and bad news when it comes to managing crises in the digital era. On the upside, brands are able to reach their stakeholders directly via social, yet digital tech spreads word of crises, accurate or not. The five minutes that Warren Buffett once said it takes to ruin a reputation is no longer the case. It’s now been reduced to the time it takes someone to create a Facebook post.


3 Questions to Ask Before Your Crisis Counterattack

October 17th, 2016 by

The public apology is dead. Long live the indignant counterattack. Thanks to Republican presidential nominee Donald Trump, public figures and corporate chieftains who find themselves on the receiving end of scrutiny by media or other actors may no longer need to recite painfully scripted statements with stoic spouses standing by their sides. They just need to fight back.


The Week in PR

October 17th, 2016 by

A wrap-up of the week’s top PR stories, trends and personnel announcements. This week’s edition includes stories about Wells Fargo and its ousted CEO John Stumpf, EpiPen maker Mylan agreeing to pay a fine for underpaying on rebates to government medical authorities and Bisquick’s tone-deaf Twitter comments.


3 Ways Samsung’s Putting Out Fires With Its Customers

October 13th, 2016 by

Samsung officially stopped production on its Galaxy Note7 smartphones on Oct. 11, following an earlier recall of the product and months of increasing scrutiny from the media, its customers and investors for a malfunction that caused the phones to dangerously overheat. Here are three ways the electronics giant has executed its crisis messaging amidst the allegations facing it.


How Trump’s Response to the Access Hollywood Video Leak Veers Away From Crisis Protocol

October 10th, 2016 by

At the heart of the crisis management response to an outraged community is the apology itself. An apology should have three parts: Say you are sorry; express sympathy for specific victims, real or perceived; and accept responsibility. Donald Trump has just had an opportunity to put that theory into action.


This Week in PR

October 10th, 2016 by

A look at the week that was in PR, including stories about: Wells Fargo’s troubles in Chicago and its attempt to return to the Windy City’s good graces.


Report Card: How Are Wells Fargo, Samsung Managing Crises of Culture?

October 10th, 2016 by

In terms of the rules of crisis communications, Wells Fargo and Samsung have been following all of them, although sometimes they’ve moved slowly. Still, both brands issued apologies, took action, offered compensation—and nothing has worked. The problem in these cases is that no amount of abject apologies can make up for a lack of ethics and an overabundance of bad choices. In other words, both brands primarily are facing crises of culture, not communications.


Wells Fargo Cites Donations in Response to Chicago Sanction

October 6th, 2016 by

Chicago joined several cities and states across the country in halting business with Wells Fargo. In response to the decision, Wells Fargo released a statement that highlighted the good the company does in the community. Will focusing on the money it put back into the city do enough to stem the negativity surrounding the brand?

yahoo!, hack

Yahoo Hack Messaging Promises Investigation, Puts Security in Users’ Hands

September 23rd, 2016 by

Yahoo Inc. announced on its official Tumblr and Twitter accounts that it had confirmed a hack from late 2014 that copied information, including account passwords, security questions and answers, from 500 million user accounts. The announcement comes after a challenging several months for the tech giant, which Verizon agreed to acquire in July 2016 for $4.8 billion.

A sign posted on the door of a Chipotle restaurant in Portland, Ore. reads "temporarily closed due to a supply chain issue," on Monday, Nov. 2, 2015. An E. coli outbreak linked to Chipotle restaurants in Washington state and Oregon has sickened nearly two dozen people in the third outbreak of food borne illness at the popular chain this year. (AP Photo/Don Ryan)

Chipotle’s Latest Messaging Recipe for Moving Past E. Coli Crisis

September 22nd, 2016 by

In the many months since its E. coli outbreak and the subsequent cleanup, Chipotle has made several attempts to rebuild trust in the brand. The release of the short video, “A Love Story,” did little to divert attention away from E. coli. Not even free burritos could bring the masses back into its restaurants. The new campaign meets customers’ fears head-on, a smart move that might have appeared bolder had it launched sooner.