Hurricane Matthew recently taught millions of Americans a lesson they should have long-since learned: that it is dangerous to live or work on the coast. Of course, telling coastal dwellers this is like telling Kansans that it’s dangerous to live in Tornado Ally – or a Los Angelino that it can be unhealthy to live on a fault line.
In case you’ve been studiously avoiding all forms of media surrounding the run-up to this week’s election, the atmosphere has become politically charged in the past few months. Brands are advised to raise their shields. As we noted a few weeks back, Bisquick attempted to inject gluten-laden levity into the second presidential debate, asking the Twitterverse innocuously if it would “vote” for a pancake or a waffle. Social media winced, urging Bisquick to back off on the funny stuff during such an important moment. “Get off my Twitter feed, Bisquick,” roared one disgruntled tweeter, representing the consensus.
Starbucks released a new cup design to celebrate community Nov. 1, and in a very much precedented turn of events, people are upset about it. A misperception that this is the 2016 design for Starbucks’ annual holiday cup plus a side of political baggage has made for some heated Twitter commentary.
There are so many lessons for brands and brand communicators to learn from the awful mishap in Australia late last month. It vies with Wells Fargo for one of the poorest performances during a crisis, ensuring its enshrinement in PR textbooks and classrooms for years to come.
An infographic illustrating how quickly crises can move, spread around the globe and ruin a brand’s reputation.
There’s good news and bad news when it comes to managing crises in the digital era. On the upside, brands are able to reach their stakeholders directly via social, yet digital tech spreads word of crises, accurate or not. The five minutes that Warren Buffett once said it takes to ruin a reputation is no longer the case. It’s now been reduced to the time it takes someone to create a Facebook post.
The public apology is dead. Long live the indignant counterattack. Thanks to Republican presidential nominee Donald Trump, public figures and corporate chieftains who find themselves on the receiving end of scrutiny by media or other actors may no longer need to recite painfully scripted statements with stoic spouses standing by their sides. They just need to fight back.
A wrap-up of the week’s top PR stories, trends and personnel announcements. This week’s edition includes stories about Wells Fargo and its ousted CEO John Stumpf, EpiPen maker Mylan agreeing to pay a fine for underpaying on rebates to government medical authorities and Bisquick’s tone-deaf Twitter comments.
Samsung officially stopped production on its Galaxy Note7 smartphones on Oct. 11, following an earlier recall of the product and months of increasing scrutiny from the media, its customers and investors for a malfunction that caused the phones to dangerously overheat. Here are three ways the electronics giant has executed its crisis messaging amidst the allegations facing it.
At the heart of the crisis management response to an outraged community is the apology itself. An apology should have three parts: Say you are sorry; express sympathy for specific victims, real or perceived; and accept responsibility. Donald Trump has just had an opportunity to put that theory into action.