The first 48 hours of a crisis are the most important because they determine whether the situation becomes a manageable problem or an out-of-control disaster.
Brian Williams is being lambasted for falsely claiming he was aboard a helicopter that was “hit and crippled” by enemy fire during the invasion of Iraq in 2003. Even 12 years later, a lie, mistruth or “misremembered” incident can and will come back to haunt you.
A quartet of communicators chime on how social media is altering crisis management.
Comcast is no stranger to bad press generated by its customer service team. This week, the company is suffering another PR headache after one of its employees changed a customer’s name to “A**hole Brown” on his bill.
Taking hold of the narrative is one way of trying to manage a crisis. However, in an increasingly fragmented media universe, communicators need multiple tools to manage and communicate about crises.
A major complication arose when, on the eve of an important press announcement, a Chicago Sun-Times columnist reported incorrectly that Navy Pier would “sell naming rights” to redevelopment project which had been sponsored by a legacy gift.
PR pros can no longer assume their company or organization is immune to trauma. As a crisis communicator, when something horrible happen are you prepared for an immediate response? Do you have a recovery plan for your brand? A crisis plan that you test, and update annually?
The New England Patriots could not make ‘Deflategate,’ the still-developing story about the team using deflated footballs during Sunday’s AFC Championship Game go away. Watching how the Patriots handle full-on damage control mode should provide professional communicators with some key crisis communications lessons.
No company seeks out a supply-chain problem, but Chipotle managed to turn this into a case study of transparency in action.