Crisis Management

In this edition of Week in Review, the Hindenburg-Adani case shows an activist investors’ allegations demand factual responses.

Usually an excellent communicator, Southwest Airlines must repair its reputation now. PR and apologies are important, but won’t be enough. Instead, it also needs a strategic rebrand.

This week’s notable PR items showcase the consequences and impact of crisis at Zelle and TikTok as well as a change at Amazon.

Admitting mistakes promptly is difficult. Yet the history of PR crisis shows it’s the best route for avoiding drip-by-drip negative media. The White House is learning this lesson the hard way.

The media and book lovers were wild about Harry this week, but his family stayed mum. Meanwhile, McDonald’s took a hit for an old PR crisis.

Gauging how quickly to respond is one of the more difficult elements of PR crisis. Yet a prompt response is a critical part of recovery. As such, crisis expert Bridget Privard says instilling confidence in executives through training and planning is vital.

You thought the McDonald’s-CEO Stephen Easterbrook PR crisis was finished in 2021 with a claw-back settlement. Well, not quite. The SEC added an exclamation point to it, emphasizing corporate transparency.

The first week of January 2023 came roaring in with crises and opportunities for communication wins. While some brands and individuals seemed to suffer from a holiday hangover, others made unforgettable strides that practitioners will be talking about for years to come.

They were seemingly unrelated incidents. Yet the irony was thick. Crisis response worked well Monday night and failed badly Tuesday.

Few thought 2022 would eclipse 2020 and 2021 as a year of PR crises. Wrong. Fortunately, 2022 brought useful lessons for 2023. So, begin 2023 correctly: measure reasonably, use appropriate platforms and own your mistakes promptly.