Stories by Seth Arenstein

How Southwest Communicated News and Empathy in the Aftermath of Flight 1380

April 18th, 2018 by

Few communications teams are better trained and more adept than the one Linda Rutherford heads at Southwest Airlines. Communications works closely with social media staff at Southwest to craft an integrated response to incidents ranging from relatively small ones to crises. We’ve commented previously on how well Southwest communicates during troublesome situations, such as when a computer glitch in… Continued

Mark Zuckerberg Offers a PR Lesson on Capitol Hill

April 11th, 2018 by

PR professionals say it all the time. They repeat the phrase so often sometimes its meaning gets lost. I’ll admit, my eyes roll when this concept is the first takeaway of a submitted essay I’m editing or a presentation I’m hearing at a trade event. Yet this idea was the key to what made Facebook’s Tuesday afternoon so… Continued

YouTube Shooting Shows Brands Can Be Unwillingly Dragged Into a Crisis

April 4th, 2018 by

A few years back, the conventional wisdom was brands were better off staying as far away from social and political issues as possible. In many cases, it’s still the advice communicators and marketers advocate. For example,  in a survey of 360 chief marketing officers at for-profit companies released this week, fewer than 20% agreed it’s appropriate for… Continued

Data Analysts in the Newsroom: 7 Ways to Adapt Your Media Pitches

March 28th, 2018 by

Among the topics PR people talk about most at trade events is how media relations has changed. The typical comment is that newsrooms contain fewer reporters who are busy covering more beats than is humanly (or humanely) possible. Pretty much gone are the days of reporters having time to be able to schedule casual lunches… Continued

‘Meaningful Social Interactions’ From Facebook’s Leadership Remain Scarce as Cambridge Analytica Story Accelerates

March 21st, 2018 by

It can be delicate, a disaster or at least ironic when a brand that bases its business on something is shown to be deficient in it. For example, Equifax, which was built on security and securing peoples’ financial data, demonstrated over the summer to be irresponsible on data security issues. Ditto Wells Fargo, an iconic brand… Continued

Tillerson, United, the SEC, Bozoma Saint John—Your Week (so far) in Messaging

March 14th, 2018 by

What a couple of days of news for communicators and brands. It’s difficult to know where to start. It’s hard to ignore the implications for messaging from the ousting of Secretary of State Rex Tillerson Monday. While a burning question is why did a secretary of state who allegedly called his boss a “f*^&#%$ moron!” during… Continued

Jim Carrey Wants You to Dump Facebook. Crisis or Bad Day for Mark Zuckerberg?

February 7th, 2018 by

Kevin Elliott, U.S. director, risk & crisis communications practice at Hill+Knowlton Strategies, has a favorite aphorism about crisis management: “If you treat a bad day like a crisis, you’ll turn it into one. And if you treat a crisis like a bad day, you’ll make it worse.” So should Mark Zuckerberg and company treat comedian… Continued

Outrage From Logan Paul Video and Trump’s Nuclear Tweets Puts Social Platforms on the Alert

January 3rd, 2018 by

We’ve heard it said often at conferences and during panels at trade shows: “The internet and social media have their good sides and bad sides.” While it’s true that what many consider the bad side of social media—scams, baseless attacks on people, brands and organizations, the way it’s reduced our attention span—tends to receive far… Continued

10 Pain Points PR Pros Will Face in 2018—and Some Solutions

December 13th, 2017 by

It’s traditional to look to the New Year with hope and optimism. As a result, this post, which highlights difficulties communicators will face in 2018, might not be the most pleasant read. On the other hand, we easily can turn this exercise on its head and say, dripping with optimism, “These are issues communicators most… Continued

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Will NBC’s Statement on Costas Inform Fox News’ Treatment of Shepard Smith?

November 15th, 2017 by

And you thought the story of Sean Hannity seemingly changing his tune on Judge Roy Moore’s fitness for office was the only big story coming from Fox News Tuesday night. Well, one of Hannity’s colleagues at Fox News, anchor Shepard Smith, is being trounced today for speaking his mind about the weakness of evidence behind a story… Continued