Crisis Management

‘Authenticity’ is a False Premise If Words Fail to Match Your Actions

December 9th, 2013 by

Authenticity is all the rage these days. According to the social media gurus, you have to be authentic if you want to have followers and likes. The crisis communications experts will tell you that authenticity is key to recovery in a crisis. But there are times when authenticity just doesn’t work.

Live Fast & Furious, Die Young: Should Universal Use Paul Walker YouTube Videos to Drive Sales?

December 6th, 2013 by

Paul Walker’s death in a fiery high-speed car crash raises some tough PR questions for Universal. Universal already had a “do as I say, not as I do” PSA starring Walker in the can. As of this morning, the PSA had only 16,593 views on YouTube. Should Universal promote that PSA harder? Make more Walker PSAs?

MTA Metro-North Railroad Struggles to Manage a Crisis in Real Time

December 3rd, 2013 by

“Tell it first and tell it fast.” That’s the absolute journalistic rule for those reporting on a headline-grabbing event like this week’s fatal Metro-North train derailment in Spuyten Duyvil, N.Y. For PR professionals, specifically crisis managers, getting swiftly ahead of such a story while controlling potentially damaging details is of paramount importance.

The Beastie Boys Are Right. So Why Are They Losing the PR Battle?

November 26th, 2013 by

One of the Cardinal Rules of public relations is that perception trumps all. You may have the law on your side, for example, but the public won’t care much if it considers the optics ill conceived.

How to Respond if You Find Your Brand on Consumer Reports’ ‘Naughty List’ this Season

November 25th, 2013 by

Consumer Reports released its annual corporate Naughty & Nice List this week, which highlights who the best and worst holiday retail and service providers.

Case Study: Lamaze Uses Real Stories to Deliver More Relevant Content And Help Women Make Right Birth Choices

November 25th, 2013 by

The babies just keep on coming. More than a few states in America are experiencing baby booms.

Food Fight: Macy’s Gets Egg on Face in Beef Over Turkey Day Float

November 19th, 2013 by

Macy’s found itself in a viral nightmare this week, when the South Dakota Cattlemen’s Association objected to Joan Jett appearing on their state float in the Macy’s Thanksgiving Day parade

McDonald’s Makes Point of Repairing Its Service Issues in Public

November 15th, 2013 by

The solution McDonald’s crafted to its customer service problem is a great example of effective communications.

A Message to Ford Motor Co.: Some Things Are Better Left Unsaid

November 14th, 2013 by

By commenting on the mayor, the company is essentially fostering a connection between itself and the scandal.

What’s Your CEO’s Media Relations Persona?

November 12th, 2013 by

Chip Wilson, founder of yoga apparel and accessories company, Lululemon found himself in an unfortunate situation after being ill prepared for a Bloomberg TV interview. In case you missed it, the company had to recall its yoga pants after it became quite obvious that its signature product was severely flawed.