Crisis Management

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How PokerStars Managed Its FBI Crisis

June 29th, 2017 by

Imagine that one day you wake up to find that your brand’s web domain has been seized by the FBI and there is a warning blazoned across the page alleging the brand and its customers have committed federal crimes—and that prison time and fines may be involved. Reputation trouble doesn’t get much worse than that. But this was exactly the situation PokerStars found itself in.

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4 Steps to Help Your Team Remember and Execute Its Crisis Plan

June 26th, 2017 by

PR pros know that having a Crisis Communications Plan (CCP) is critical. The more difficult task is keeping the plan’s steps top-of-mind for rapid recall when you need them. Chances are your CCP is sitting on a shelf somewhere. This article provides a handy checklist of CCP steps as well as a step-by-step approach to handling crisis communications in a way that will be easy for staff to remember.

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A Three-Step Method to Ensure Proper Use of Social Media in a Crisis

June 5th, 2017 by

Social media can be a blessing and a curse. While it provides an information dissemination platform that an organization can use to communicate with its stakeholders during a crisis, the fact that anyone with access to the Internet or social media can broadcast information about the crisis and an organization’s actions or inactions can result in the dissemination of misleading information. This article provides guidance for using social media in a crisis environment.

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A Bad Week for Kathy Griffin and Mr. Met

June 1st, 2017 by

Spokespeople may be making poor choices this week, but PR and communications teams are demonstrating that their crisis plans are robust by taking quick, decisive action and communicating it to the public effectively. With influencer marketing on the rise, more PR departments large and small should keep these incidents in mind as potential crisis models to anticipate—and responses to emulate.

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6 PR Lessons From the British Airways Shutdown

May 31st, 2017 by

While it’s still difficult to distinguish all the facts in the airline industry’s latest crisis, there’s enough material available so that we can extract several lessons. Speaking of lessons, those who make a living teaching PR have to be thankful for the wealth of material the airlines have provided them in just the past six months. Since the only freebies airlines provide regularly are small bags of peanuts and soft drinks, PR teachers might consider making a charitable donation to the carriers.

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First Steps: Having Clear Plans for Early Moments of a Crisis Can be a Difference Maker

May 22nd, 2017 by

Several situations last week prompted us to think about how brands respond (or don’t) to situations that could become crises. Ken Peterson, communications director of Monterey Bay Aquarium, and Bell Helicopter CCO Robert Hastings urge brands to include an evaluation process in their emergency plans to determine whether or not a situation is a crisis. This evaluation process should include monitoring social conversations and news coverage. That’s step 1 at the Aquarium, Peterson says. Step 2 is an initial assessment to “ramp up or stand down.”

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How to Respond to What Might Become a Crisis

May 17th, 2017 by

It’s generally accepted that brands are highly vulnerable to crises. We’ve all heard the maxim, “It’s not a question of if your brand will experience a crisis, but when.” The good news is that since communicators work across the enterprise, they are well placed to know where a crisis might erupt. But how about when it doesn’t take an experienced communicator to know that a brand might be vulnerable? We look at two incidents where issues have arisen and brands might be tempted to act.

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In the Wake of WannaCry, Make Improvements to Your Security Protocols

May 16th, 2017 by

A ransomware attack ravaged the globe May 12 in the form of WannaCry, a program that spread itself through a Windows networking protocol. There was a patch, but that was no help to the countless users who had not updated and installed it. Much of the blame for this has fallen on Microsoft.

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A Tale of Two Apologies: Colbert’s Authenticity Works, Fyre’s Hype Fails

May 15th, 2017 by

You don’t have to look far to find examples of people and organizations screwing up. So as tempting as it may be to pile onto Uber’s woes or the latest airline mess, Katie Paine uses this edition of Image Patrol to look at the follow-up to crises. What you do is very important, but so is how you respond, ie, the way people and brands say they’re sorry – or don’t.

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4 Steps Brands Need to Take to Negate Product Recall Fatigue

May 8th, 2017 by

With the swirl of information inundating consumers sometimes important notices get lost. This can be a dilemma for communicators who often are charged with alerting the public about a product recall, an event that can do serious damage to a brand’s reputation. An expert in such matters, Michael Good provides brand communicators with tips for combatting product recall fatigue.