In crisis communication, more than any other facet of PR, planning is crucial; allowances must be made for various possibilities, and responses need to be deployed with utmost speed. It may seem a daunting task to develop such plans, but if you have a set of underlying principles, you may find that your plans flow out of that foundation in a very natural way.
Crisis Management
6 Principles of Crisis Communications From CDC (Plus Resource Materials)
January 30th, 2017 by Ian James WrightWells Fargo Doing Well Pushing Good Stories, Yet Overall Theme Lacking As It Counters Crisis
January 30th, 2017 by Seth ArensteinHave the efforts of Wells Fargo’s PR, communications and marketing teams shifted the conversation about the brand away from the bogus credit card scandal of early September? We asked TrendKite to crunch the numbers.
PR Leaders Agree: It’s OK to Be a Bad-Ass
January 25th, 2017 by Diane SchwartzComing just days after the Women’s March, PR News’ Top Women in PR awards luncheon in NYC was an ebullient event that brought the PR industry together to celebrate female leadership and the individuals who’ve… Continued
Responding to Crises, Delta Provides Diversity Training to Cabin Crews
January 18th, 2017 by Seth ArensteinRocked by several crises, Delta begins providing diversity training to cabin crews. This a good move by the air carrier as diversity incidents rose fast in 2016, prompting the Department of Transportation to issue guidelines to airlines and passengers recently. The larger question for communicators, though, is any industry immune to social media-driven crises?
Responding to Crises, Delta Provides Diversity Training to Cabin Crews
January 18th, 2017 by Seth ArensteinThere’s good news and bad news surrounding media reports Jan. 17 that Delta cabin personnel will be receiving diversity training. The good news, of course, is that the brand is providing important training to front-line… Continued
[VIDEO] NFL Players Association’s George Atallah on Finding Balance in Crisis Communications
January 13th, 2017 by Sophie MaerowitzGiven the rapid pace at which we digest information, expert crisis management is the best defense against a brand reputation meltdown. Managing the flow of harmful news articles and social media posts is a delicate craft, best handled by PR pros with a balanced approach—neither dismissing the seriousness of claims, nor issuing a hasty apology. One such PR professional, George Atallah, assistant executive director of external affairs at the NFL Players Association, spoke on crisis PR with Doug Simon, president and CEO of D S Simon Media, at PR News’ Media Relations Conference in December.
Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips
January 12th, 2017 by Jerry AsciertoMany organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile. But when dealing with a crisis, you need to be fast, transparent and most of all, prepared, says Linda Rutherford, vice president and chief communications officer with Southwest Airlines. Here are three lessons she has learned from the airline industry and beyond.
Dairy Queen the Latest Fast-Food Brand in Social Media Crosshairs
January 9th, 2017 by Jerry AsciertoGiven their broad franchise networks and large customer base—and of course their huge social media audiences—fast-food chains can be seen as guinea pigs for how the public discourse is digitally evolving. Consider the latest high-profile example of how a single Facebook post led to the rapid closure of a Dairy Queen—within 48 hours of being posted.
McDonald’s Takes Vow of Silence After Vatican Location Opens
January 3rd, 2017 by Sophie MaerowitzMcDonald’s has opened a location just a stone’s throw from Vatican City, eliciting complaints from Vatican authorities. NBC reported at least one cardinal’s public opposition, calling the opening “perverse” and “abberant.” Amidst a flurry of international headlines, McDonald’s has been noticeably silent, and has not issued any kind of public statement. The fast food chain hasn’t even announced the opening on social media or other official channels. McDonald’s silent posture is likely a strategic move to keep the brand out of a volatile situation.
IKEA Shows Deft Timing in Deflecting Negative News
December 22nd, 2016 by Ian James WrightIKEA, the Sweden-based furniture giant, agreed to pay $50 million to settle a lawsuit over deaths that occurred when its dressers tipped over onto children. It’s a significant black eye for the brand going into the holidays; one wonders, then, if another bit of related news was carefully timed to divert the conversation to something a bit more lighthearted.