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
Crisis Management
Out of Touch: The Super League and Hollywood Foreign Press Association
May 5th, 2021 by Katie PaineThere 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.
Don’t Bombard the C-Suite: Shoulder the Worry and Keep Volatile Leaders Calm
April 20th, 2021 by Seth ArensteinThe idea for this month’s Crisis Dialogue springs from something we hear often from crisis pros: ‘That person/company is difficult.’ So, we talked with Chanel Cathey, founder/CEO, CJC Insights, LLC, and Daniel Roberts, a corporate crisis specialist, about handling uncooperative executives during a crisis.
Tesla Crash Response Shows What Happens When You Ditch PR
April 19th, 2021 by Sophie MaerowitzOn April 17, two men were killed in an autonomous Tesla crash in Harris County, Texas. The company has so far stayed mum—perhaps because no PR pros were around to pick up the phone. There’s little question as to why Tesla has stayed so silent: The company disbanded its PR team in October 2020.
J&J Vaccine News Showcases Crucial Time for Communicators, Media
April 13th, 2021 by Nicole SchumanPR pros and the media face a critical situation. They must get the J&J vaccine narrative right, informing the public about risks while not inducing undue concern and spurring more vaccine anxiety. It’s also an opportunity for government, the medical community and media to regain public trust.
Gaetz-Gate Illustrates Importance of Allies in a Crisis
April 9th, 2021 by Dan ReneThe odds seem long for Rep. Matt Gaetz to clear his name and reputation, although this story changes daily. His task is not impossible, though. If Gaetz beats the allegations, he can restore his reputation by focusing on the basics of crisis response and strategic communication.
15 Timeless Principles of Crisis Management
April 6th, 2021 by Deb HilemanDeb Hileman outlines her top 15 fundamental principles of crisis management for communicators to keep top of mind.
For Worst Of fenses, Execs’ Apologies Should be Public and PR Pros Must Fight for the Right Words, Not Best Legal Phrases
April 6th, 2021 by Erika BradburyIn this issue, we answer the question, how do you counsel a leader to issue a heartfelt apology, particularly when the person is reluctant to admit culpability? What best practices do you recommend for preparing communicators to handle these situations?
That’s Accountability? Pension Fund CEO Ousted After Cutting Line for Vaccine
April 6th, 2021 by Seth ArensteinMark Machin, who headed the Canada Pension Plan Investment Board (CPPIB) until Feb. 26, and his partner flew to the United Arab Emirates (UAE), where Machin cut the vaccine line to receive his first dose of the Pfizer vaccine. As we do each month, we ask crisis communicators if this crisis was averted based on the response.
Recent Massive Cyber Hacks Call for a Long View of Crisis Communication
April 5th, 2021 by Seth ArensteinIt’s a loaded question to ask when a PR crisis ends. With some crises, reminders last indefinitely. In other cases, the actual crisis lasts for months. We begin a series that updates crises mentioned in previous editions of Crisis Insider and offers additional insights.