Crisis Management

No longer confined to China, coronavirus is beginning to move from a foreign story to a domestic one. More than that, it’s become a communications and reputation story. When iconic brands get involved, we tend to listen more closely.

Technology has made the world much smaller. Still, in many ways, humans remain very insular. What’s in front of us often receives most of our attention. As a result, where a news story occurs can… Continued

One of the complexities of PR crises is ensuring that, aside from crisis response, the company’s day-to-day work continues. Sometimes, though, normal work flow becomes the problem. For example, regularly scheduled social content posted during a crisis, or immediately after, can become a tone-deaf disaster. That’s why a social media pause button can help immensely.

The media discussion surrounding the royal family break seems shrouded with mystery and hearsay—with statements being given on both sides, but no one really coming forth and explaining the real reason for the schism. This creates an open dialogue for the public, leaving the families apt to rumors and falsities. Many takeaways can be found regarding the public relations tactics taken by the famous Brits in yet another family crisis.

Away continues to experience a public failure that undermines its stated values as a community-focused global travel brand. It’s painfully clear that the luggage company’s senior leadership, especially its co-chief executive Steph Korey, needs a lesson in reputation management.

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?

Every company and organization should have an up-to-date crisis plan. In addition, holding periodic crisis simulations and post-simulation analyses are important. Still, one of the keys to crisis management, and one that’s often overlooked, might be the personalities sitting around the table in the C-suite. And don’t forget the corporate politics involved, argues Jim Lindheim, a former Burson-Marsteller chairman.

Our crisis and measurement columnist Katie Paine looks at 2019’s worst crises. She also offers lessons learned from what she sees as the year’s top PR crises. The overarching theme is that a “boneheaded” CEO’s approach to crisis can ruin a company’s reputation, trust and financial standing.

In the second of a multi-part series of predictions, several PR pros anticipate a rise in the need for crisis communications in 2020. They also see rises in diversity and inclusion as well as transparency. There also will be a need for storytelling that allows consumers to escape from the noise of the 2020 elections.

Nearly every day a story appears in the media that relates to PR and communications. Reading them can provide a tuition-free education in PR, argues veteran PR pro Arthur Solomon. This article concludes his two-part series that reviews instructive headlines from 2019.