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Two leading academic researchers weigh in on a scale that can help PR pros anticipate the needs of the public during a crisis, and respond accordingly.
It’s critical to be able to tell the difference between a disgruntled customer and someone who wants to hurt your business—only then can you take the appropriate action.
Living up to your customer "promise" leads to great customer service, and ultimately is great PR for your company.
Most organizations and businesses are well aware of when a crisis is on the horizon. Some put their heads in the sand and hope no one notices, others face the problem head-on, planning for every contingency.
Thanks to the 24/7, social media-fueled PR environment, the pressures of PR have never been greater.
Recovery from a crisis depends on how well an organization changes, how well it communicates that change and how well-inoculated it was before the crisis began.
Like it or not, there will be tweets by your brand’s followers that cry out for a response. Here, three social media specialists discuss the process they go through in answering both bad and good Twitter posts.
Even if you have plenty of time to prepare for the possible outcomes of a court or regulatory ruling, it still takes cool nerves and fast action to align your messages for different groups of stakeholders.
The social networking giant learned quickly that, in a bad situation, pointing the finger is not the message you want to send to the media.
Data security incidents are causing consumers to think twice about doing business with brand victims. That’s why PR should be front and center in pre- and post-security crisis efforts.
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