Crisis Management

Bracing for When (Not if) Your Brand Has to Apologize

August 5th, 2014 by

Apologies are a delicate art. Of course, a lot depends on the blowback from the public about what was done or said, and the severity of the crisis.

Norwegian Cruise Line Drowning in Bad PR

July 28th, 2014 by

Norwegian Cruise Line is being called “heartless” after the cruise-ship company refused to let a New York couple rebook a summer vacation after their 5-year-old son was diagnosed with cancer.

Comcast Debacle Points Out Need for HR/PR Collaboration

July 28th, 2014 by

The recent episode involving a Comcast customer service representative may be particularly cringe-worthy for communicators.

PR Lessons from a Growing Meat Scandal

July 22nd, 2014 by

A suspect meat scandal in China is getting worse. The growing scandal surrounding Husi Food should focus the mind of communicators when it comes dealing with global supply chains and crafting a contingency plan for when a crisis ensues.

Case Study: University Prevents Tragedy, Shapes Its Own Narrative

July 21st, 2014 by

“My roommate just pulled the fire alarm and he’s got a gun.” UCF Police received that harrowing 911 call from an on-campus resident at the University of Central Florida in Orlando, Fla., shortly after midnight on Monday, March 18, 2013.

Stakes for PR Pros When Brands Get Into a Fight

July 21st, 2014 by

When C-level managers dig in their heels and refuse to blink, PR pros need to think about the use of language as it relates to the conflict, perception and, perhaps most important, consumer sentiment.

5 C’s of an Effective Crisis Communications Team Member

July 17th, 2014 by

The most effective crisis team is one that has been chosen in advance based on a collection of behaviors and expertise exhibited by members of your organization.

Communicating Bad News: How Microsoft’s CEO Announced Massive Layoffs

July 17th, 2014 by

Delivering bad news to your company—especially news as bad as Microsoft’s impending layoffs—is never easy. How can you best communicate this type of news to your company?

Comcast’s Horrific Example of ‘Customer Service’ Prompts an Apology

July 16th, 2014 by

Comcast is currently getting a thorough lambasting after a recording of a terrible customer service call was uploaded to SoundCloud. It certainly won’t help negative public perception of the brand.

Why Did George Clooney Engage the Daily Mail?

July 11th, 2014 by

Clooney’s public lambasting of a news source that many already regard as untrustworthy is surprising. But his decision to take action and set the facts straight provides an example of how the target of a negative story can fight back against irresponsible journalism—and win.