Crisis Management

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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.

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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.

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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.

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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?

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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.

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Honesty, Accountability, Apology, Investigation Urged for Wells Fargo

September 19th, 2016 by

You saw the headlines Sept. 8 and 9 discussing the record payment of $185 million Wells Fargo made to regulators. The basic details surrounding the reason for this fine also are well known: Some 5,300… Continued

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Welcome, Wells Fargo, to the Crisis Club

September 13th, 2016 by

Wells Fargo became part of a club Sept. 9 that it had no interest in joining. For want of a better term, we’ll call it a crisis club, although the media and PR practitioners use that word too loosely when describing smaller issues and dilemmas. Full disclosure: The crisis club exists only as a conceptual construct. Sort of like the fake Wells Fargo accounts.

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Communicating Hillary’s Health: What’s Changed Since the 9/11 Ceremony

September 12th, 2016 by

The question of Hillary Clinton’s health has dogged her campaign for president well before she quickly left a ceremony in New York on Sept. 11 that honored the 15th anniversary of the World Trade Center attacks. Republican candidate Donald Trump has tweeted consistently that Clinton lacks the strength and stamina to be president.

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The Week in PR

September 12th, 2016 by

A look at the week that was in PR. This edition includes several Wells Fargo miscues and a poor showing from NBC Today host Matt Lauer during a presidential debate.