Crisis Management

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4 Ways Verizon Uses SEO to Proactively Turn the Tide of Crisis

July 5th, 2018 by

During crisis moments, PR professionals tend to focus on how stakeholders and audiences view their brand or client. But of growing concern is what search engines see when a negative news story hits. Whether you’re focusing on crisis proactively or after the fact (and most PR pros would agree you really should be doing both), search engine optimization has a crucial role to play. Here are four ways communicators can learn from Verizon’s SEO practices when it comes to preparing for, monitoring and addressing crises.

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5 Takeaways for Brands From Starbucks’ Antibias Training Report

July 2nd, 2018 by

More than a hollow and cookie-cutter corporate document, “Toward a Vision for Racial Equity & Inclusion at Starbucks: Review and Recommendations” reads as a realigning of perspectives and priorities. This is the work of a brand that has taken a hard, honest look at itself and is ready to share what it has learned.

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Burger King and the EPA Wrestle for Crown of Worst Crisis Communicator

July 1st, 2018 by

Often organizations try too hard to either capitalize on hot news topics or avoid them altogether. Neither strategy is particularly effective. Our resident crisis and measurement guru Katie Paine takes a look at Burger King’s whopping disasters overseas and how the EPA’s attempts at staying out of the headlines have backfired royally.

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Takeaways From Internal Communications Roundtable and Crisis and Editorial Resources

July 1st, 2018 by

In each edition of PR News we highlight takeaways from an article or articles as well as additions to the PR News Resource Center, which is available only to subscribers at http://www.prnewsonline.com/subscriber-resources/

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Words Do Damage at Netflix, and PR’s the Culprit

June 25th, 2018 by

The CCO often is seen as a brand’s last line of defense, in theory supervising what the brand releases externally and monitoring and sometimes responding to what is said about the company outside the corporate walls. In the Netflix case, though, the CCO was the person who made the insensitive remarks. Twice.

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How Immigration Communications is Part of Trump’s Rewritten PR Playbook

June 20th, 2018 by

Back in October 2016 John Roderick observed that candidate Donald Trump had jettisoned the word “apology” from his campaign’s PR playbook. Nominee Trump refused to apologize and instead attacked accusers. That tactic worked well enough to propel Trump to victory. Now facing growing condemnation of his immigration policy separating children from families, Trump is sticking to that tactic. It will be interesting to see if/how he communicates a revision to immigration policy.

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Haters on Twitter: When to Stay Silent

June 14th, 2018 by

Twitter may have a simple interface compared to other social platforms, but there’s still an awful lot of tact that needs to go into composing a comprehensive message in 240 characters or fewer. When your brand finds itself in the throes of a crisis, that tact can salvage and enhance your brand’s reputation.

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Former Trump Lawyer Takes Long View of Decline in Trust of Brands and Institutions

June 13th, 2018 by

In one of his first public appearances since retiring as special counsel to President Trump, lawyer Ty Cobb during an ethics forum in Washington, D.C., offered conventional wisdom for brand communicators mired in a crisis: respond quickly. He also urged people to dial back their hate and demonization of each other in an effort to restore a civil discourse.

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How Southwest Leads With Social During Crises

June 6th, 2018 by

It’s always better to catch a potential crisis when it’s on the horizon rather than having to clean up the inevitable mess once the crisis hits. Sometimes, however, a crisis is inevitable. In those instances, says John Young, social business advisor at Southwest Airlines, having a real-time crisis strategy across departments is key.

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Ambien Loses No Sleep on Roseanne; Purdue Pharma Hooked on 80s Crisis Tactics

June 5th, 2018 by

Katie Paine looks at how two crises were handled. Sanofi’s Twitter retort to Roseanne Barr’s shot at Ambien for allowing her to create insensitive tweets and Purdue Pharma’s missteps at the outset of the situation and its close-lipped handling of the OxyContin-addiction mess. In the end, every compelling narrative needs a villain, Paine writes