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.
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.
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.
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.
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.
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.
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.
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.
Spokespeople may be making poor choices this week, but PR and communications teams are demonstrating that their crisis plans are robust by taking quick, decisive action and communicating it to the public effectively. With influencer marketing on the rise, more PR departments large and small should keep these incidents in mind as potential crisis models to anticipate—and responses to emulate.
While it’s still difficult to distinguish all the facts in the airline industry’s latest crisis, there’s enough material available so that we can extract several lessons. Speaking of lessons, those who make a living teaching PR have to be thankful for the wealth of material the airlines have provided them in just the past six months. Since the only freebies airlines provide regularly are small bags of peanuts and soft drinks, PR teachers might consider making a charitable donation to the carriers.