PR News recently asked its community to tell us who should be listed among the top game-changers of PR in the last few years. Here, we look at game-changer Bruce Hennes, founder and managing partner of Hennes Communications. He has been a confidant to scores of CEOs, executive directors and other leaders who trust his expertise in preserving and protecting an organization’s reputation. His long experience has convinced him that honesty, fairness and transparency must be at the root of all effective crisis communications.
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How Royal Caribbean Controls the Message During a Crisis
July 14th, 2017 by Samantha WoodCynthia Martinez has handled some of the worst crises you could imagine. As director of global corporate communications for Royal Caribbean Cruises, Martinez has dealt with everything from fires to a guest committing suicide by jumping overboard. And since any of Royal Caribbean’s guests can tweet or post a video the moment a crisis arises, her team needs to be quick, transparent and, most of all, prepared. Martinez, who will speak at PR News’ Digital and Marketing Show Oct. 17-19 in Miami, shares a few tips on how to own the narrative.
American Airlines Takes Express Lane to Apology After Passenger Confrontation
April 24th, 2017 by Jerry AsciertoTwo weeks after United’s reputation, and stock price, took a hit after airline security forcibly removed Dr. David Dao from a flight, it was American’s turn to deal with a passenger crisis. On April 21, a young mother was reduced to tears during an argument with attendants. The incident—which included a fellow passenger nearly getting into a physical altercation with an attendant—was captured on video and quickly went viral. But unlike United’s response, American quickly apologized, suspended the attendant and didn’t blame the victim.
Dairy Queen the Latest Fast-Food Brand in Social Media Crosshairs
January 9th, 2017 by Jerry AsciertoGiven 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.
Your Half-Year PR Leadership Checklist: 7 Important Reminders for Communicators
June 26th, 2016 by Diane SchwartzYou’re halfway through what’s been a rather interesting year in business, politics, brand successes and blunders and Game of Thrones developments. Which is to say: you still have another five solid months to make this… Continued
When an Old Crisis Resurfaces: 4 Principles for an Effective Response
February 13th, 2014 by Tony SilberYesterday, I was driving home with a friend, and the conversation turned, as it inevitably does, to Howard Dean’s famous scream in the 2004 presidential campaign. (Okay, it’s not really inevitable, it’s just funny to… Continued
9 Habits of Highly Effective PR People
February 10th, 2014 by Diane SchwartzThere are three types of PR professionals: ineffective, good and great. It’s as simple as that, really. Most PR pros are good – they’ve found a comfortable place to practice their trade and are making… Continued
McDonald’s Makes Point of Repairing Its Service Issues in Public
November 15th, 2013 by Richard BrownellThe solution McDonald’s crafted to its customer service problem is a great example of effective communications.
Contrast in Crisis Management: How Two Railroad Companies Reacted to Disaster
October 21st, 2013 by Brian KellyThe contrast between the two railway accidents offers an important juxtaposition in how to handle a crisis, and how not to.
Anthony Weiner Doesn’t Have a PR Problem
July 25th, 2013 by Diane SchwartzNew York mayoral candidate Anthony Weiner, also known as Carlos Danger in the sexting world, issued an apology this week after more salacious text messages surfaced between him and a twenty-something Indiana woman. The messages… Continued