Social media is like a megaphone. It can broadcast the good, and it can turn whispers of discontent into yells that millions can hear.
These types of communication have a huge influence on the fortunes of the affected company for years, so getting them right is important.
Still, what happened to BP happens far too often to global corporations in the throes of a crisis. They put so much faith in their written plan that they have difficulty adapting quickly to the inevitable unforeseen events and developments that occur.
Envision a nationally televised debate among leaders in Public Relations. Who you picture on that stage is a pretty good indicator of the state of our profession. To keep the personalities out of this for now, what issues would you want debated? What are the themes resonating now that also will prepare us for a […]
Southwest Airlines’ communication manager tells us how it used social media for crisis management on October 11, 2015.
It’s practically a given that Southwest knows how to handle itself in good times and in bad—yesterday’s electronic customer service breakdown that hobbled passenger and luggage check-ins was one of the bad.
Today, good management of a crisis means avoiding being named the “Most Hated Person in the World.”
Shortly after the Volkswagen (VW) crisis erupted, we asked the carmaker’s communications team for an interview to explain its strategy.
Party City has not responded to claims that it removed customer feedback from its Facebook page after a customer penned a letter detailing her issues with the gendering of the store’s Halloween costumes.