Crisis Management

Dallas Lawrence, chief global digital strategist for Burson-Marsteller, describes how brands can determine whether or not they’re actually enduring a crisis and what their first steps should be.

A blogger has called you out on one of your company’s products—there is extreme pressure on you to quell the rising outrage, or perhaps even to reverse your decision.

Nestlé’s it pasta meals from store shelves in Europe after after the discoveries of horse meat in British foods, but that message isn’t being communicated as well as it should be.

Burger King’s Twitter hacking is the latest remind that offering complete details around a breach is a PR/communications responsibility.

There were many high-profile PR crisis in 2012. Some were handled with aplomb, while other responses left much to be desired. In all cases, there were some key lessons learned.

While communicators must be sensitive in what they pitch to the media  during a disaster, opportunities abound.

While the media cranks out content that it prefers to be long remembered by readers, the BBS and News Corporation would prefer that their major crises would just go away. Here’s how each have fared.

Two leading academic researchers weigh in on a scale that can help PR pros anticipate the needs of the public during a crisis, and respond accordingly.

It’s critical to be able to tell the difference between a disgruntled customer and someone who wants to hurt your business—only then can you take the appropriate action.

Living up to your customer "promise" leads to great customer service, and ultimately is great PR for your company.