Crisis Management

The upside of technology is obvious. But when things go wrong on the tech side it can create havoc for a technology dependent brand. That was the case for Southwest Airlines last summer, when a computer malfunction grounded a slew of its flights and left thousands stranded. See how the brand used Facebook Live and other social media to keep its passengers and employees informed.

As you know, speed is of the essence when dealing with a social media crises. Fortunately, tools exist that can help brands large and small monitor social media conversations, which can buy a bit of time for brands when a social media crisis occurs.

All that glitters is not gold. That seems to be true with MixBin. The brand recalled nearly 300,000 of its glittery mobile phone cases after an unnamed liquid started dripping from them, burning customers’ skin. While MixBin responded quickly to the situation, offering a full refund, its written statement seems tone deaf and unapologetic.

Mistakes of all sizes happen. We know that. PR pros often are called in after those mistakes occur. They usually attempt to mollify things. Sometimes they goof and fan the flames. At times, communicators can do very… Continued

Reality checked in with me recently when a few parents on my son’s rowing team, knowing my affiliation with PR News, asked me to write the press releases for the club. Sure, it’ll be easy,… Continued

Delta Air Lines jettisoned the bland, cheery persona employed typically by social customer care representatives in favor of stoic sarcasm in two now-notorious Twitter replies to author and political commentator Ann Coulter on Sunday, July… Continued

In her latest installment of Image Patrol, Katie Paine looks at how USA Gymnastics is handling its sexual scandal and contrasts it with Bell Pottinger’s mishandling of its crisis concerning an account from a South African company with ties to that country’s president.

Cynthia Martinez has handled some of the worst crises you could imagine. As director of global corporate communications for Royal Caribbean Cruises, Martinez has dealt with everything from fires to a guest committing suicide by jumping overboard. And since any of Royal Caribbean’s guests can tweet or post a video the moment a crisis arises, her team needs to be quick, transparent and, most of all, prepared. Martinez, who will speak at PR News’ Digital and Marketing Show Oct. 17-19 in Miami, shares a few tips on how to own the narrative.

MillerCoors’ CCO Pete Marino discusses why large brands remain vulnerable to crisis and why PR blunders still occur. He also expands on a discussion about his brand’s relatively new blog, transparency and how he would spend an unlimited budget.

Imagine that one day you wake up to find that your brand’s web domain has been seized by the FBI and there is a warning blazoned across the page alleging the brand and its customers have committed federal crimes—and that prison time and fines may be involved. Reputation trouble doesn’t get much worse than that. But this was exactly the situation PokerStars found itself in.