Stories by Steve Goldstein

Delta Drops the Usual Customer Care Persona on Twitter—and Coulter Tweets On

July 18th, 2017 by

Delta Air Lines jettisoned the bland, cheery persona employed typically by social customer care representatives in favor of stoic sarcasm in two now-notorious Twitter replies to author and political commentator Ann Coulter on Sunday, July 16. Coulter, furious that she had been moved from a seat she had paid extra for on a July 15… Continued

United We Stand, Divided We Become a Trending News Story

July 6th, 2017 by

Here’s one question you don’t want to be asked by a brand representative when you’re trying to resolve an ongoing issue: “Who did you speak to the last time you tried to resolve this?” Once you hear that question, you know you’re sunk. Implicit in that seemingly helpful question is a passing of the buck,… Continued

Trump’s ‘Morning Joe’ Tweets: Apotheosis of a Communications Strategy

June 30th, 2017 by

President Trump’s June 29 tweets about “Morning Joe” hosts Mika Brzezinski and Joe Scarborough have generated plenty of outrage in the professional media, on social channels and in home kitchens across the land. In his tweets, the president, fed up with the MSNBC morning news show’s critical coverage of his administration, went easy on Scarborough… Continued

3 Takeaways From a PR Pro on the Receiving End of Media Pitches

May 30th, 2017 by

Andrew Hayes, VP, corporate communications at Fifth Third Bank, has seen media relations from the other side, and he wasn’t too impressed by the view. After running his own PR agency for 10 years, he joined NBC Television as PR manager for a national daytime talk show and later on led PR and community relations… Continued

5 Tips for Brands New to Influencer Marketing

May 5th, 2017 by

Getting your brand covered fairly or favorably by a respected journalist in a respected media outlet—that’s what perceived authenticity used to be. It was the brass ring for communicators. Then the pool of full-time journalists and the outlets that employed them began evaporating as the internet hacked away at b2b and b2c media brands’ business… Continued

Social Shake-Up Attendees Mostly Use Facebook & Twitter, But Are Concerned About What’s Next

April 19th, 2017 by

As much as the wisest of the wise encourage us to live in the moment—counseling us that all that exists is this very moment and that focusing on yesterday and tomorrow deprive us of the gift of being here now—most of us, it seems, worry about the future and analyze the past. Engineers at the… Continued

Are You Addicted to Digital Devices? Take the Test

March 7th, 2017 by

Please put down your smartphone for a moment (after reading this paragraph on your smartphone) and ask yourself if you’re addicted to your smartphone. You may try to weasel out of answering the question by arguing that constant use of a smartphone is a habit, like saying “to be honest” or “frankly” a lot, and… Continued

Your Organization’s Under Attack? Respond Fast! Wait…Don’t Respond

February 23rd, 2017 by

“Not every incident needs a response, but incidents that are ignored can lead to a bigger crisis.” This crisis management advice comes directly from Ernest DelBuono, senior strategist for strategic communications firm Levick. At its root is the kind of logic Captain Kirk used on murderous computers to make them self-destruct. DelBuono’s key insight goes… Continued

Monterey Bay Aquarium’s PR Chief Sounds Warning for Organizations With No Crisis Plan

February 2nd, 2017 by

This still-young year has felt like a midtown traffic scrum of competing, colliding crises, stoked by the overheated engine of a new presidential administration. Brands are nervously checking Twitter, seeing if the president has mentioned them for any reason, and if other pitched political voices are either supporting boycotts or defending them for any reason.… Continued

4 Paths to Uninterrupted Writing Time

January 4th, 2017 by

Reading and writing for uninterrupted stretches of time—and I consider five minutes to be an uninterrupted stretch of time—now seems like a rare, precious gift. This sad fact is a creativity and productivity killer. If you’re a PR pro or journalist or any kind of professional wordsmith, being able to write freely without distraction is… Continued