Maryland Transportation Authority Police dragged an uncooperative passenger off a Southwest Airlines plane. Public sentiment indicates sympathy for Southwest in this case, which could easily be due in part to the reputation the airline has built for itself through its efforts at transparency, customer service and good deeds.
Crisis Management
How Proactive PR Helped Southwest in Recent Passenger Removal
September 28th, 2017 by Ian James WrightHow to Know if You’re PR Crisis Material
September 26th, 2017 by Arthur SolomonWorking on a PR crisis-management team, especially a successful one, can provide communicators with an indescribable high. Yet crisis work can be all-consuming, pressure-filled and harmful to one’s family and social life. Do you have what it takes to work in crisis management? Veteran PR pro Arthur Solomon offers a framework for PR pros thinking about entering the world of crisis.
NFL and Its Players Find Brand Message Unity in Response to Trump Remarks
September 25th, 2017 by Ian James WrightThe NFL and the NFL Players Association had a challenging task in representing the diverse opinions of their stakeholders. Ultimately they both defended players’ right to express their views without fear of reprisal. Even players, owners and coaches who supported Trump repudiated his “divisive” comments over the weekend.
Transparency Questions for Facebook After a Brutal Month
September 22nd, 2017 by Jerry AsciertoReports that Facebook’s self-service ad-buying tool may have been used by Russian agents during the 2016 election—as well as allowed anti-Semitic groups to target like-minded individuals—has damaged the brand’s reputation and raised questions about federal regulation of social media ads. The revelations have also raised questions about transparency, integrity and crisis management. When should a company withhold information it knows will damage its brand, and for how long?
How Relief Efforts in Mexico City Are Being Communicated in Quake’s Aftermath
September 20th, 2017 by Sophie MaerowitzMexico City is reeling from the devastation caused by a magnitude 7.1 earthquake on Sept. 19, and much of the area has suffered electricity blackouts and downed cell service, roiling recovery efforts. But media outlets and government officials with access to power and cell service have taken to Twitter and Google to share evacuation instructions and request supplies.
How Walmart Uses Numbers to Define Social Crises, But Responds With a Human Touch
September 19th, 2017 by Seth ArensteinSize matters, particularly when it comes to social crises. In fact, large brands with extensive presences globally are very big targets for those with mobile phones, which is just about everyone. Walmart has absorbed its share of social crises this summer. Dan Kneeshaw, the brand’s senior director, global communications, digital strategy & brand engagement, provides insight on how Walmart views social crises.
Facebook’s Crisis Response: A New Tool for Your Internal Communications
September 18th, 2017 by Ian James WrightFacebook has announced a new feature: Crisis Response, a center that brings its various tools and features for responding to tragedies and natural disasters into one place. Open Crisis Response, select one of the ongoing crises in the world and you’ll be able to use Safety Check, Community Help, get important news updates and more.
Is Integrated Communications the Holy Grail or Just Cheap Talk?
September 17th, 2017 by Diane SchwartzGrowing up, most of us were encouraged by our parents and teachers to play well in the sandbox, to share our toys and pay attention in class. Fast forward to now, and imagine your boss… Continued
To Celebrate Ethics Month, We Bring You ‘Reputation Launderer’ Bell Pottinger From Across the Pond
September 13th, 2017 by Seth ArensteinChances are we wouldn’t be writing this post had British PR firm Bell Pottinger’s demise yesterday remained a story limited to Europe and Africa. Unfortunately for the reputation of the PR industry here and abroad, Bell… Continued
Royal Caribbean Sets a Course for Hurricane Irma Relief
September 11th, 2017 by Jerry AsciertoThe cruise ship industry is often on the wrong end of crisis communications, but Hurricane Irma has given Royal Caribbean the chance to show its humanitarian side, even as it deals with pressing customer service issues on social media. The Miami-based company is mobilizing four of its ships to help people in need with food, water and other supplies, in coordination with the federal government as well as local governments in St. Thomas and St. Maarten.