The goal of any good crisis-communications plan is to find the balance between being authentic and taking responsibility if appropriate, and not being seen as the perpetrator of the crisis.
Chipotle is asking its customers not to bring firearms into its restaurants after gun rights advocates brought assault rifles into one of its locations in Texas.
Whether they are social media trolls looking to start trouble or people with a legitimate gripe about your products and/or services, PR managers need (in most cases) to address detractors in a dignified way, one way or another.
By deflecting blame, calling out Magic Johnson and making a spectacle of himself by weeping at times, Sterling did nothing to help rebuild his reputation.
Ahead of the draft, it seemed almost inevitable that following his probable selection someone, somewhere would end up in crisis and apology mode for comments made regarding Michael Sam’s sexuality.
NFL Commissioner Roger Goodell became the latest example of what can go wrong with a runaway social media conversation. Here are some tips to avoid a similar disaster.
It’s a matter of scale, of course, but surely there are plenty of communicators and PR pros who can relate to having to deal with a severe crisis (with a lot of moving parts) that could result in severe erosion of the brand or organization.
It’s a delicate balance for PR pros and communicators: What is your obligation to consumers when your online products and services have been compromised in some way?