Reputation Management

Ticketmaster Finally Responds to Rising Tide of Customer Complaints

April 20th, 2020 by

Ticket buyers hounded Ticketmaster for weeks, wondering when or if they would receive refunds for cancelled sporting events and concerts. Live Nation, parent company of Ticketmaster, offered no reprieve. Postponed events would not lead to… Continued

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Iowa Caucus Creates Historic Crisis for Iowa Democratic Party

February 4th, 2020 by

While everyone anticipates the release of Iowa Caucus results, PR and crisis management pros are more inclined to discuss the crisis response of the Iowa Democratic Party. Technological glitches may be common, but to fail on such a grand stage, when timely results are expected, shows cracks in an already shaky system, debilitating public trust in a year when it’s most important.

Houston baseball batter

MLB’s Astros’ Cheating Scandal Provides PR Lessons

January 14th, 2020 by

Once again, Major League Baseball finds itself tangled in the details of a cheating scandal. Unlike the steroids era of the 1990s, where Congress held MLB accountable, we now find the sport policing itself, holding its own teams accountable. Is this the correct route in terms of PR and reputation?

A PR Pro’s Takeaways from the Peloton Controversy

December 17th, 2019 by

Amy Rosenberg saw the initial messaging in its controversial ad as progressive, displaying how fitness isn’t about pounds and inches — but letting endorphins and commitment take center stage for a woman who brings exercise back into her crowded life. However, with Peloton straying from the norm, Rosenberg believes the messaging also could have used another look—by those with a more feminine perspective.

Lessons for Brands from the anti-Nike-Kaepernick Social Effort

February 22nd, 2019 by

Executives from APCO Worldwide studied the campaign against Nike and Colin Kaepernick on Twitter and found it wasn’t as widespread or authentic as it seemed at first glance. They conclude that brands should avoid rushing to respond to what appears to be negative social sentiment. Instead, they urge brands to study the elements behind anti-brand content before responding.

PR Lessons from the Super Bowl

February 4th, 2019 by

The game in Atlanta was supposed to be about football. That product, though, was a bit dull. Instead the real action occurred before the game started, between plays and after final gun sounded. The image game was all about PR, words (even when they were censored) and commercials.

PR Lessons from the New Hospital Price-Posting Regulation

January 14th, 2019 by

2019 brought new regulations, including one that requires hospitals to post online their standard prices. Unfortunately, the goal of transparency in hospital pricing is still a long way off. There are, though, takeaways that communicators in all fields can learn from this issue.

$100K Hospital Bill That Shrank to $800 Illustrates Healthcare Communicators’ Dilemma

September 12th, 2018 by

Healthcare communicators have plenty to worry about, particularly working in a regulated industry where lives are at stake daily. Add to that the upcoming elections, where the Affordable Care Act is a major issue. Speaking of affordable care, questions abound when the story of a school teacher’s $100,000 hospital bill being cut to $800 is raised.

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Marriott’s Firing of Social Media Employee Highlights China’s Sway Over Global Brands

March 5th, 2018 by

In the fast-paced world of social media, careers can be made or broken in the blink of an eye—sometimes even the click of a button. The latter is the case with former Marriott social media employee Roy Jones, who has been fired for liking a Jan. 9 tweet by a group called Friends of Tibet, which drew the ire of the Chinese government and its supporters on social media.

Workplace Culture, CEO Activism, Fake News Seen Critical to Brand Reputation

February 6th, 2018 by

What will be the main drivers of brand reputation when the Reputation Institute issues its Brand Trakr report next month? CEO activism, handling of fake news and rumors and workplace culture will be among the factors getting heavy play in the report, the Reputation Institute says.