Crisis Management

While the response time may have caused some to question the integrity of the response, Gene Grabowski, partner, kglobal, said Kemper did an adequate job to cover that with her explanation.

Some companies might have kept quiet about an early-morning internet outage. Instead, Fastly communicated consistently and clearly, offering updates on social. The result was that its version of things became the narrative. With the plethora of cyber attacks and data breaches, companies, especially service providers, should heed Fastly’s example of prompt, clear communication.

Traditional social listening no longer is enough, brands and companies are discovering. Operating on the fringes of the web, factions spread false narratives that can lead to mainstream activity, such as boycotts. Without early knowledge of such activities’ origins, communicators and companies may miss the chance to respond promptly.

Americans are confused about the recent CDC announcement on masks. That they are confused about another coronavirus-related message is not surprising. Even Dr. Fauci says it’s not the public’s fault. Years from now historians will view the pandemic through the prism of communication.

Each month, we look at new terms picking up steam in the crisis landscape. In this month’s Buzz Box, we explain “Cryptoviral Extortion” and “Internet of Behavior.”

With so much reporting of how botched crisis response can harm companies and organizations, why do we continue to see so many crises mishandled? Crisis veterans Ayme Zemke and Gene Grabowski dive into this complex topic.

The Great White Way will shine again. And an eager, informed audience will help in its return. Today on Good Morning America cast members from shows Hamilton, Wicked and The Lion King announced a Sept. 14 restart of performances. The good news comes after theaters darkened for the past year due to COVID-19. 

From a PR viewpoint, Peloton is a good news/bad news story. First, the relatively good news. Peloton apologized yesterday (May 5) for failing to act promptly on reports that its secondary line of equipment, treadmills,… Continued

This case study on Trader Joe’s shows how quickly organizations, even those with very good reputations, can find themselves in a PR mess, particularly when leadership seems out of touch with stakeholders and the forces of social media and public opinion become involved

There are a number of organizations that are not in tune with their constituencies. The most obvious recent example is the European Super League, which went from a press release to dissolution in four days. It took longer for all the problems plaguing the Hollywood Foreign Press Association (HFPA) and its signature awards, the Golden Globes, to emerge. But both PR disasters resulted from being totally out of touch with stakeholders.