Crisis Management

Does PR Have a Reputation Problem with the Media?

October 16th, 2017 by

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” by The New York Times, which also mentioned in the NY Times article that the social network hired three crisis… Continued

Tillerson Disses the Boss: What the Morale Cleanup Might Look Like

October 4th, 2017 by

Let’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 eventually goes public? Before you answer, consider one of today’s top news stories. This morning, NBC News reported Secretary of… Continued

Is Integrated Communications the Holy Grail or Just Cheap Talk?

September 17th, 2017 by

Growing up, most of us were encouraged by our parents and teachers to play well in the sandbox, to share our toys and pay attention in class. Fast forward to now, and imagine your boss telling you to do the same. It would feel patronizing, right? Truth is, we could benefit from those childhood reminders.… Continued

To Celebrate Ethics Month, We Bring You ‘Reputation Launderer’ Bell Pottinger From Across the Pond

September 13th, 2017 by

Chances are we wouldn’t be writing this post had British PR firm Bell Pottinger’s demise yesterday remained a story limited to Europe and Africa. Unfortunately for the reputation of the PR industry here and abroad, Bell Pottinger was well known, which helped spread the story. The Bell in Bell Pottinger is Lord Bell, Tim to his… Continued

Early PR Lessons From Tropical Storm Harvey

August 30th, 2017 by

It’s Friday afternoon, August 25, and you’re at work in Houston. You’re expecting Hurricane Harvey, but you’ve heard on radio and television that an evacuation of your city, America’s fourth largest, is not recommended. Local officials, including your mayor, Sylvester Turner, have reiterated that message. You’re concerned, but not overly worried. As a longtime Houston-area resident you… Continued

PR Lessons From the Trump Letter and the Chrysler-UAW Case

August 1st, 2017 by

Mistakes of all sizes happen. We know that. PR pros often are called in after those mistakes occur. They usually attempt to mollify things. Sometimes they goof and fan the flames. At times, communicators can do very little to make things better. Mistake By The Lake Look at what happened last week and this week in Michigan.… Continued

The Epic List of PR’s Daily Challenges (And How to Overcome Them)

July 24th, 2017 by

Reality checked in with me recently when a few parents on my son’s rowing team, knowing my affiliation with PR News, asked me to write the press releases for the club. Sure, it’ll be easy, I thought, not factoring in a few key variables such as time constraints and more importantly that I knew very… Continued

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

A Mad Bum Who Knows Crisis PR

April 25th, 2017 by

Why does a 27-year-old athlete without a college education know that the best way to head off a potential PR crisis is to be honest, while highly experienced CEOs and heads of multinational corporations, who’ve had the benefit of media training, fail to learn this lesson? Last Thursday (April 20) the San Francisco Giants’ Madison… Continued

How to Lose a Customer and Tarnish Your Brand in One Easy (Mis)Step

March 13th, 2017 by

Rarely do I mess with cookies, except to eat them. But an experience over the last two weeks with a furniture retailer had me clearing the cookies from my computer. So annoyed was I by the poor customer service and the constant retargeting of ads from this particular furniture store that I resorted to cleaning… Continued