Crisis Management

Confronting the Critics Online

April 13th, 2015 by

Likes, retweets, followers, replies and comments are the surest sign of a vibrant social media presence. But what happens when engagement takes a turn for the worse, when a post is met with criticism, when a reply to criticism is met with additional criticism, again and again?

The Week in PR

April 13th, 2015 by

Hostess Cupcakes plays ball and Land Bryant thumbs its nose at Victoria’s Secret.


NFL’s First Full-Time Woman Referee a Token Gesture?

April 9th, 2015 by

In some ways Sarah Thomas can be seen as a one-size-fits-all response to the league’s PR problems.

Rolling Stone

Rolling Stone Failure a Stark Lesson for Communicators

April 6th, 2015 by

Communicators are likely to keep a close eye on how Rolling Stone magazine contains the damage after the publication last weekend retracted its article about a brutal gang rape at a University of Virginia fraternity.

When the Conversation Gets Derailed

April 6th, 2015 by

Starbucks and SeaWorld kicked off integrated messaging campaigns in the last month that were based on the most fundamental premise of good PR: Symmetrical (two-way) conversations are preferable to one-way. Both tightly integrated paid media with earned and owned. And both—judging from media and consumer reaction—failed spectacularly.

The Week in PR: March 30, 2015

March 30th, 2015 by

McDonald’s seeks ‘Moments of Joy as sales’ slump.

A piece of wreckage from Tuesday's Germanwings crash.

Germanwings Crash Story Worsens for Lufthansa

March 26th, 2015 by

How do professional communicators prepare for the impossible-to-foresee developments in the aftermath of a catastrophic, tragic event?


3 Tips for Managing Zayn-esque Organizational Change

March 26th, 2015 by

One Direction is a business venture like any other, and its primary challenge is to communicate to its fans—and internally to its remaining members—that the group will remain relevant in the near term in light of this important defection.

Fixing Reputation All in the Recovery

March 23rd, 2015 by

Two major international brands—Dolce & Gabbana and Lenovo—screwed up big time in the last month. How each handled its crisis is a classic lesson in ‘how to’ and ‘how not to’ communicate after a misstep.


Does Your Post Pass the Elevator Test?

March 18th, 2015 by

We all have our pet peeves that we cherish and use to define ourselves to ourselves. One of mine is the way people behave when looking at their mobile phones while walking or standing in public. Specifically, people in elevators gazing at their phones. Perhaps this has happened to you: You’re waiting for an elevator, […]