Mutual trust and a set of firm ground rules go a long way toward keeping PR and legal counsel on point during a crisis. Having the CEO on board with messaging doesn’t hurt, either.
Image Patrol: Target Is Anything But On, While PG&E Connects With Post-Explosion Relief Fund and Twitter OutreachSeptember 20th, 2010 by Katie Paine
For Target, saying sorry for a donation to an anti-gay politician simply wasn’t enough; PG&E, however, did enough and more after its gas line explosion in the Bay Area.
Case Study: Credit Card Payments Company ‘Runs to the Light’ as Security Breach Puts Reputation and Profits in JeopardySeptember 13th, 2010 by PR News
Heartland Payment Systems’ willingness to be quick and transparent pays reputation dividends.
With all the talk about how companies act during a particular crisis, what happens after the fact? Companies post-crisis should review their actions and measure their impact to discover valuable lessons.
According to the findings of an Adweek Media/Harris Poll by Harris Interactive, almost three-quarters (74%) of Americans say when a celebrity endorser gets involved in a scandal, it doesn’t impact the way they feel about the brand or brands they endorse.
No matter how well rehearsed your crisis communications plan is, success in any crisis is still dependent on your “communicator in chief,” otherwise known as the CEO.