Crisis Management

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Why Brands Should Fear Using Bots to Gain Influence

May 17th, 2018 by

Late last week, U.S. Justice Department special counsel Robert Mueller delivered two subpoenas to Jason Sullivan, a social media and Twitter marketer employed by former Donald Trump adviser Roger Stone during the 2016 U.S. presidential election campaign, raising the question as to whether or not incorporating bots into your social strategy is worth the risk.

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Uber Grabs the Wheel and Tries to Steer Its Media Narrative

May 15th, 2018 by

The ride-share company has announced that it will no longer force victims of harassment and sexual assault into private arbitration. The move by Uber raises two questions: How far does this change in policy go toward repairing Uber’s reputation, and what does this mean for other companies with arbitration clauses?

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5 Lessons for PR Pros From the Michael Cohen-AT&T-Novartis Incidents

May 14th, 2018 by

The recent revelations about presidential attorney Michael Cohen’s dealings with AT&T and Novartis are the latest examples of large companies stumbling during reputational crises. Here are 5 lessons brands can learn from AT&T’s and Novartis’s pitfalls.

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3 Ways Walmart Manages Crises on Social Media

May 8th, 2018 by

“Crisis” can mean different things to different groups says Dan Kneeshaw, Walmart’s senior director of global associate communications, digital and enterprise initiatives. Kneeshaw spoke on “When All Hell Breaks Loose,” a panel focusing on how brands mitigate crisis on social media, at the 2018 Social Shake-Up Show in Atlanta. Here are three steps to effective crisis management that Walmart holds close.

VP Biden hires communications director.

Tesla, White House Correspondents’ Assoc. Stumble Through News Cycles

May 8th, 2018 by

Brands and organizations can rest on their laurels no longer. Even darlings of the media and Wall Street, such as Tesla, are prone to crises these days. Katie Paine looks at how Tesla and founder Elon Musk and the White House Correspondents’ Association handled recent crises.

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4 Questions for Twitter Following Its ‘Unmasked Password’ Crisis

May 4th, 2018 by

Twitter got out in front of its own crisis, emailing its business customers about a bug that stored account passwords, unmasked, in an internal log. The bug left Twitter passwords exposed, and visible, to everyone within the company. Still, its statements raised a few important questions.

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Difficult Lessons in Transparency from Nike and The New York Times

May 1st, 2018 by

A cardinal rule of PR is for companies to be as transparent as possible. But how much is that? It depends, of course, but providing almost no transparency when something is afoot can spell trouble. More specifically it can lead to someone telling your story for you. For a few months Nike has refused to be transparent about significant departures from its senior ranks. The NY Times also initially had closed lips about the departure of one of its top editors. Transparency isn’t easy.

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Starbucks Made the Right Moves to Defuse Crisis Yet More Work Remains, PR Pros Say

April 24th, 2018 by

As we say in This Week in PR , you could look at the Starbucks situation in several ways: for a brand with such a progressive stance on diversity and inclusion, it didn’t deserve to get blasted the way it

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For Brands, YouTube’s Reach and Low Cost Still Outweigh Risk of Ads Running on Embarrassing Channels

April 20th, 2018 by

YouTube is once again in hot water for running ads on channels promoting disturbing content, a CNN investigation has uncovered. More than 300 organizations had their ads running on channels promoting Nazis and North Korean propaganda, to name two. For now, brands are still willing to take the risk.

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How Southwest Communicated News and Empathy in the Aftermath of Flight 1380

April 18th, 2018 by

As communicators know, crisis communication begins well before a crisis occurs. Southwest’s communicators demonstrated they were prepared for April 17’s fatal incident aboard flight 1380 from NY to Dallas. Beyond their technical competence, Southwest used several tactics to inject a human touch in its crisis communications.