Crisis Management

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.

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.

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.

Communications Lessons in the Demise of a Cupcake Company

July 8th, 2014 by

It’s dunzo for Crumbs. The cupcake company on Monday said that it was shuttering all its stores and filing for Chapter 7 bankruptcy liquidation. Could a different PR strategy have saved the bakery company?

Hunger Program Persists Despite Government Shutdown

June 30th, 2014 by

Nonprofit localizes nationwide crisis For two weeks last October, the federal government of the United States shut down. The opposing sides of the Affordable Care Act reached what seemed to be an

FAFSA Confirms Own Stereotype with Kristen Wiig ‘Help Me. I’m Poor.’ Tweet

June 26th, 2014 by

While FAFSA is not actually responsible for giving out loans, reminding those who have used your service that they are poor—the same people who are currently shouldering the largest debt burden in history—is a terrible communications tactic.

Walmart Picks a Fight with The New York Times: Good PR or Bad?

June 24th, 2014 by

What happens when the nation’s largest retailer picks a fight with the nation’s most respected newspaper? Does this make for good PR or bad PR?