Crisis Management

Ethiopian Airlines Crash Reopens PR Issues from Lion Air Disaster

March 11th, 2019 by

The fatal crash of Ethiopian Airlines Flight 302 on March 10, 2019, re-opened PR issues surrounding a previous air disaster, the demise of a Lion Air flight in October 2018. Boeing’s 737 Max 8 was the aircraft in both crashes. Boeing denies a new flight control system in the Max 8 is to blame for the Lion Air crash. It also claims it communicated to airlines how to use the system. Some victims’ families deny Boeing’s claims.

What You Need to Know to Launch a Social Listening Campaign

March 4th, 2019 by

Developing a social listening campaign is an important part of any communications strategy, as it can point to new trends as well as be invaluable as a crisis and issues management tool. But thanks to technology, it need not be difficult. Here are some tools communications professionals are using to ensure they know what is bubbling about their brands on social media.

To Engage or Not to Engage? When a Social Media Crisis Hits Your Brand

March 1st, 2019 by

Social media can be a brand’s greatest friend or greatest foe in a crisis. Being honest, saying you’re sorry and responding to complaints with an authentic voice are keys to success, a panel of communications experts told the PR News Crisis Management Summit this week. Here are a few more things you should consider.

Botched Responses: Patriots Issue Quick Denial, Huawei Chooses Charm

March 1st, 2019 by

Veteran PR guru Katie Paine looks at the crisis responses of the New England Patriots and the Chinese company Huawei. She gives neither one of them a passing grade.

Takeaways from PRN-Crisp Survey, CSR Tips and New to the Resource Center

March 1st, 2019 by

A roundup of takeaways from select articles in the current edition of PR News.

PR News/Crisp Survey: 60 Percent Have Updated Crisis Plans, but Social Monitoring Shows Holes

March 1st, 2019 by

A new study from PR News and Crisp, a social media issue detection and crisis monitoring firm, of more than 400 PR executives finds more than half of respondents saying their brands and organizations have current crisis plans. The downside is brands seem slow to react to a situation during off hours and communicators say they lack the resources to respond to a crisis.

Tips for Handling an Unexpected PR Crisis

February 27th, 2019 by

While anecdotal evidence shows many or even most recent PR crises were self-induced and therefore predictable and preventable, more than a few “come out of the blue,” says Emma Monks, head of trust and safety at Crisp, a social media issue detection and crisis monitoring firm. Fortunately, many of the same tactics used in predictable crises are of use in managing unexpected #PR crises, Monks says.

The Luddites of our Craft: Crisis Tips for the New England Patriots

February 26th, 2019 by

One-size-fits-all is great for some things, but it rarely works when managing a PR crisis. Recent evidence is the statement the New England Patriots issued when its owner was caught in a sting operation. Uttering a quick denial of alleged wrongdoing is a bad move unless you can back up your statement with facts. Better to say you’ll wait to comment until more facts are available and move on.

Crisis Can Be an Opportunity, Here’s Why You Should Embrace It

February 26th, 2019 by

PR crises are winnable, says Hill+Knowlton Strategies’ crisis chief and managing partner Kevin Elliott. In fact, organizations should see crises as opportunities to display their bona fides to the market. He cites research showing brands that manage a PR crisis well can and do improve their market value.

Former Burson Chair’s ‘Novel’ Crisis Plan Targets Internal, External Elements

February 20th, 2019 by

A former chairman of Burson-Marsteller Jim Lindheim takes you inside a PR crisis, where he emphasizes the importance of solving issues within and outside the C-suite and boardroom. His insight into crisis also forms the basis for his recent novel, which he teases here along with excellent crisis-management tips.