When Facebook’s Sheryl Sandberg took a trip to DC last week to assure politicians that Facebook was taking serious the claims about Russian meddling in our elections, it was referred to as a “PR Blitz”… Continued
Crisis Management
Dove’s Latest Ad-Related Crisis and How Brands Can Avoid ‘Missing the Mark’
October 9th, 2017 by Sophie MaerowitzDove is in crisis mode after running a Facebook advertisement many are calling racist. The ad, a GIF which featured a black woman removing her shirt to reveal a white woman, was pulled after being widely shared on social media and covered in national news outlets. Given how many brands fumble in getting across respectful messaging around race and diversity, it’s crucial for all communicators to ensure their brands have an internal review process for all content, including an employee culture that nixes off-mark messaging long before it reaches the public.
Tillerson Disses the Boss: What the Morale Cleanup Might Look Like
October 4th, 2017 by Seth ArensteinLet’s start with a question for PR practitioners: How would you, as the person charged with building and maintaining your brand’s reputation and internal morale, deal with a senior official’s derogatory comment about the CEO that… Continued
Facebook’s Russia About-Face Is Costly; So’s Equifax’s Crisis Avoidance
October 3rd, 2017 by Katie PaineFacebook’s Mark Zuckerberg is eating crow as the situation with Russian ads on Facebook has amounted to more than the nonsense he called it initially. Equifax, of course, has committed nearly every error possible in terms of its early crisis management to its summer data breach. Katie Paine grades the two brands’ crisis response efforts.
How Proactive PR Helped Southwest in Recent Passenger Removal
September 28th, 2017 by Ian James WrightMaryland Transportation Authority Police dragged an uncooperative passenger off a Southwest Airlines plane. Public sentiment indicates sympathy for Southwest in this case, which could easily be due in part to the reputation the airline has built for itself through its efforts at transparency, customer service and good deeds.
How to Know if You’re PR Crisis Material
September 26th, 2017 by Arthur SolomonWorking on a PR crisis-management team, especially a successful one, can provide communicators with an indescribable high. Yet crisis work can be all-consuming, pressure-filled and harmful to one’s family and social life. Do you have what it takes to work in crisis management? Veteran PR pro Arthur Solomon offers a framework for PR pros thinking about entering the world of crisis.
NFL and Its Players Find Brand Message Unity in Response to Trump Remarks
September 25th, 2017 by Ian James WrightThe NFL and the NFL Players Association had a challenging task in representing the diverse opinions of their stakeholders. Ultimately they both defended players’ right to express their views without fear of reprisal. Even players, owners and coaches who supported Trump repudiated his “divisive” comments over the weekend.
Transparency Questions for Facebook After a Brutal Month
September 22nd, 2017 by Jerry AsciertoReports that Facebook’s self-service ad-buying tool may have been used by Russian agents during the 2016 election—as well as allowed anti-Semitic groups to target like-minded individuals—has damaged the brand’s reputation and raised questions about federal regulation of social media ads. The revelations have also raised questions about transparency, integrity and crisis management. When should a company withhold information it knows will damage its brand, and for how long?
How Relief Efforts in Mexico City Are Being Communicated in Quake’s Aftermath
September 20th, 2017 by Sophie MaerowitzMexico City is reeling from the devastation caused by a magnitude 7.1 earthquake on Sept. 19, and much of the area has suffered electricity blackouts and downed cell service, roiling recovery efforts. But media outlets and government officials with access to power and cell service have taken to Twitter and Google to share evacuation instructions and request supplies.
How Walmart Uses Numbers to Define Social Crises, But Responds With a Human Touch
September 19th, 2017 by Seth ArensteinSize matters, particularly when it comes to social crises. In fact, large brands with extensive presences globally are very big targets for those with mobile phones, which is just about everyone. Walmart has absorbed its share of social crises this summer. Dan Kneeshaw, the brand’s senior director, global communications, digital strategy & brand engagement, provides insight on how Walmart views social crises.