Unfortunately for many organizations that use the MobileCause platform, its GivingTuesday outage caused challenges. Worse, it took too long to find out what was wrong on the biggest giving day of the year. While the company provided updates via Twitter, it did not release its first email statement to users until hours later.
Crisis Management
Paging Boston Market: When a Company Goes MIA During a Crisis
December 1st, 2020 by Hinda MitchellA PR crisis is bad enough. It’s worse when one occurs on a holiday and potentially ruins your customers’ holiday. That’s the time to act promptly, apologize sincerely and attempt to win back loyalty and trust. Apparently, that’s not how Boston Market is managing its turkey of a Thanksgiving.
How a Small PR Firm Handled a Crisis at Sea and a Global Media Frenzy at the Pandemic’s Start
December 1st, 2020 by Seth Arenstein[ Editor’s Note: Having a plan is the minimum requirement for crisis pros. That’s not always possible as veteran brand communicator Bobbie Carlton tells us in this Q&A.] PRNEWS: Give us the scenario
Rushing to Return to Normal After a Crisis is a Risky Move
November 30th, 2020 by Hugh BraithwaiteThe goal of crisis management is to return as quickly as possible to business as usual, right? Actually, regaining public trust might be a better target. However, regaining the public’s trust takes time. In addition, it requires a change story that’s communicated consistently during the transition to normalcy. A good example is Chipotle, which continues to communicate its change story. The brand is a Wall St darling again.
How AstraZeneca Spun Its COVID-19 Crisis
November 30th, 2020 by Jonathan RickAstraZenica committed classic crisis PR mistakes last week with its initial announcement about its coronavirus vaccine. Its incomplete reporting to the media led to several subsequent statements that could degrade trust in the company and its vaccine.
Retired Army PAO Offers a Novel Way to Approach PR Crisis
November 25th, 2020 by Steve ManuelOne of the most enjoyable parts of PR and communication is that you’re constantly learning, even when doing pleasure reading. In this post from Crisis Insider, we learn about two novels with fictional PR crises at their center. While these novels offer fictional crises, the lessons they offer PR pros are real and useful.
Ring Fails to Put Consumers First With Doorbell Recall
November 12th, 2020 by Nicole SchumanThe Ring recall may prove daunting, as it appears to place responsibility on the consumer. Not only is support information hard to find on Ring’s website, but the company blames faulty installation for any fires, not the doorbell.
A Look at Less-Publicized PR Crisis Communication Tips
November 10th, 2020 by Jack HolmesThere are often-repeated facets of crisis management, including readiness tactics such as having a crisis plan and practicing it routinely. In this interview with Professor Terry Hemeyer, we examine other less-publicized crisis elements, including the crisis pro’s demeanor, failing fast and Truth Squads.
Pulitzer-Prize Winning Journalist Laurie Garrett Reiterates Dire Importance of Clear Communication Now
November 2nd, 2020 by Nicole SchumanLaurie Garrett, a Pulitzer-prize winning science journalist and author, and one of the most prolific voices regarding coronavirus news, gave the keynote speech for PRSA Icon, the organization’s annual international conference. Garrett delivered a detailed timeline of the progression of coronavirus, paying close attention to the interwoven timeline of misinformation and public distrust.
NFL’s COVID Chaos Leaves Fans, Players Confused
October 9th, 2020 by Nicole SchumanThe NFL had six months since coronavirus emerged to develop a plan to face possible crisis situations. It also had the benefit of seeing how the NBA, NHL and MLB handled the pandemic. And yet, NFL fans and players are left with a glut of silence from the league as several players are the first to test positive during the season.