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United Airlines, in Tone-Deaf Response, Doubles-Down on Policy

April 11th, 2017 by

Videos of a man being dragged off of a United flight Sunday night have quickly spread through the web, drawing widespread condemnation and outrage. While United CEO Oscar Munoz publicly apologized the next day and said the company was investigating the incident, he took a decidedly tougher stance in an internal letter to employees. Instead of acknowledging that the company’s “established procedures” might need to be re-examined, Munoz doubled-down, citing policy and effectively passing the buck. Worse yet, the letter went on to shift the blame to the passenger.

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Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips

January 12th, 2017 by

Many organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile. But when dealing with a crisis, you need to be fast, transparent and most of all, prepared, says Linda Rutherford, vice president and chief communications officer with Southwest Airlines. Here are three lessons she has learned from the airline industry and beyond.

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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.

6 Essential Steps for Surviving a Crisis

December 18th, 2014 by

The best way to prepare for a crisis is to plan for it in advance. Here are six steps you can take that will help you when the dark days descend.

UPS, FedEx Use Crisis Management to Save Christmas

December 27th, 2013 by

Holiday shippers are being accused of ruining Christmas for many consumers. They will need to rely on some sincere crisis management to weather the storm.

Live Fast & Furious, Die Young: Should Universal Use Paul Walker YouTube Videos to Drive Sales?

December 6th, 2013 by

Paul Walker’s death in a fiery high-speed car crash raises some tough PR questions for Universal. Universal already had a “do as I say, not as I do” PSA starring Walker in the can. As of this morning, the PSA had only 16,593 views on YouTube. Should Universal promote that PSA harder? Make more Walker PSAs?

Hill+Knowlton created this infographic to coincide with its “Communicating Character” study. According to H+K, character is defined by the interaction between brand reputation and character—a dynamic in which communicators play a crucial role. Hill + Knowlton said that character is what drives 73% of respondents to make purchasing decisions.

Contrast in Crisis Management: How Two Railroad Companies Reacted to Disaster

October 21st, 2013 by

The contrast between the two railway accidents offers an important juxtaposition in how to handle a crisis, and how not to.

U.S. Brands Questioned in Bangladesh Factory Collapse

April 26th, 2013 by

Traditional media and social media alike were churning this morning with reports and commentary on the collapse Wednesday of an eight-story garment factory building in Savar, a suburb of the Bangladeshi capital of Dhaka. And… Continued

Weiner Returns to Twitter: Some Tips For Him (And Other Rehabbing Brands)

April 24th, 2013 by

Anthony Weiner is back on Twitter. Here are tips for the “Weiner brand” as it wades back back in—some of which apply to any tainted brand.

Why Qantas Eliminated Its Media-Relations Twitter Feed

April 19th, 2013 by

Australian airline Qantas shut down its media-facing Twitter account as of today.