Crisis Management

You could feel the tension rising in the air, knocking out the aroma of coffee beans and herbal tea. Nancy had ordered a decaf-caf skim latte and the barista seemingly got it wrong. She stormed… Continued

It’s always better to catch a potential crisis when it’s on the horizon rather than having to clean up the inevitable mess once the crisis hits. Sometimes, however, a crisis is inevitable. In those instances, says John Young, social business advisor at Southwest Airlines, having a real-time crisis strategy across departments is key.

Katie Paine looks at how two crises were handled. Sanofi’s Twitter retort to Roseanne Barr’s shot at Ambien for allowing her to create insensitive tweets and Purdue Pharma’s missteps at the outset of the situation and its close-lipped handling of the OxyContin-addiction mess. In the end, every compelling narrative needs a villain, Paine writes

The week started off with a highly politicized media scandal when Roseanne Barr tweeted a racist characterization of former Obama aide Valerie Jarrett. And now, comedian Samantha Bee and her network TBS are in similarly hot water after Bee aired a few choice words about Ivanka Trump on her show, “Full Frontal with Samantha Bee.”

With the GDPR looming, it’ll soon become clear which organizations have prepared for Europe’s legal framework for the collection and processing of personal data and which companies are struggling to comply by the May 25 deadline.

The regulations stipulate that data breaches must be reported to European regulators—and to customers—within 72 hours, which makes it essential for organizations to plan ahead for the inevitable data breaches that are happening with increasing frequency.

With information spreading via traditional media and social media at ever-increasing speeds, speaking out about a crisis right from the start can help you shape the story and make clear that your organization is on top of the situation. And one of the best ways to do that is with live video on your social feeds, especially if your crisis may impact public safety.

Late last week, U.S. Justice Department special counsel Robert Mueller delivered two subpoenas to Jason Sullivan, a social media and Twitter marketer employed by former Donald Trump adviser Roger Stone during the 2016 U.S. presidential election campaign, raising the question as to whether or not incorporating bots into your social strategy is worth the risk.

The ride-share company has announced that it will no longer force victims of harassment and sexual assault into private arbitration. The move by Uber raises two questions: How far does this change in policy go toward repairing Uber’s reputation, and what does this mean for other companies with arbitration clauses?

The recent revelations about presidential attorney Michael Cohen’s dealings with AT&T and Novartis are the latest examples of large companies stumbling during reputational crises. Here are 5 lessons brands can learn from AT&T’s and Novartis’s pitfalls.

“Crisis” can mean different things to different groups says Dan Kneeshaw, Walmart’s senior director of global associate communications, digital and enterprise initiatives. Kneeshaw spoke on “When All Hell Breaks Loose,” a panel focusing on how brands mitigate crisis on social media, at the 2018 Social Shake-Up Show in Atlanta. Here are three steps to effective crisis management that Walmart holds close.