Crisis Management

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Dairy Queen the Latest Fast-Food Brand in Social Media Crosshairs

January 9th, 2017 by

Given their broad franchise networks and large customer base—and of course their huge social media audiences—fast-food chains can be seen as guinea pigs for how the public discourse is digitally evolving. Consider the latest high-profile example of how a single Facebook post led to the rapid closure of a Dairy Queen—within 48 hours of being posted.

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McDonald’s Takes Vow of Silence After Vatican Location Opens

January 3rd, 2017 by

McDonald’s has opened a location just a stone’s throw from Vatican City, eliciting complaints from Vatican authorities. NBC reported at least one cardinal’s public opposition, calling the opening “perverse” and “abberant.” Amidst a flurry of international headlines, McDonald’s has been noticeably silent, and has not issued any kind of public statement. The fast food chain hasn’t even announced the opening on social media or other official channels. McDonald’s silent posture is likely a strategic move to keep the brand out of a volatile situation.

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IKEA Shows Deft Timing in Deflecting Negative News

December 22nd, 2016 by

IKEA, the Sweden-based furniture giant, agreed to pay $50 million to settle a lawsuit over deaths that occurred when its dressers tipped over onto children. It’s a significant black eye for the brand going into the holidays; one wonders, then, if another bit of related news was carefully timed to divert the conversation to something a bit more lighthearted.

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Report Card: 16 Brand Crisis Management Responses From 2016

December 19th, 2016 by

There were so many candidates for Image Patrol this month, and with the year ending we decided to forego the usual comparison of two brands and instead create the ultimate image disaster list for 2016. This PR News Pro premium content is offered to you free in the spirit of the season.

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How to Use Social for a Crisis Before a Crisis

December 12th, 2016 by

For all the good that social media provides, it also, during times of crisis, can be the venue for horror stories about brands. We mentioned in our Dec. 5 edition the plight of Delta Air Lines, whose Thanksgiving turkey was ruined when an unruly passenger’s tirade—and the cabin crew’s failure to boot him from the aircraft—was captured on video.

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Pack Your Parachute: 4 Keys to Preparing Social Media Messaging for a Crisis

December 8th, 2016 by

Developing a brand message can be difficult. It can be even more difficult to ensure that your message stays consistent across all channels, both internally and externally. And when you have a crisis on your hands, and don’t have the luxury of a great deal of time in which to craft messages that address the crisis, that can be more difficult still.

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The Week in PR

December 5th, 2016 by

Whose Court? A California court is deciding whether or not to honor a clause that prohibits Wells Fargo customers from suing the bank over the phony accounts scandal. Should the clause hold in court, wronged customers will forced to submit to arbitration, an option seen as more favorable to Wells Fargo.

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Inside the Crisis War Room at the American Petroleum Institute

November 15th, 2016 by

With digital’s breakneck speed influencing crises, you’d think new tools and technology that can help in crisis management would be priorities for communicators. Not so fast. A judicious mix of traditional and digital is the preferred method of Eric Wohlschlegel, director, media relations, American Petroleum Institute (API), who will be speaking at PR News’ Media Relations Conference, Dec. 8, in Washington, D.C.

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How to Plan For Every Crisis You Can Anticipate, and Why You Should Now

November 7th, 2016 by

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.

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Brands Weathering the Political Storm: Staying on Message in a Charged, Angry Cultural Climate

November 7th, 2016 by

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.