Crisis Management

Southwest Airlines’ communication manager tells us how it used social media for crisis management on October 11, 2015.

It’s practically a given that Southwest knows how to handle itself in good times and in bad—yesterday’s electronic customer service breakdown that hobbled passenger and luggage check-ins was one of the bad.

Today, good management of a crisis means avoiding being named the “Most Hated Person in the World.”

Party City has not responded to claims that it removed customer feedback from its Facebook page after a customer penned a letter detailing her issues with the gendering of the store’s Halloween costumes.

We ask 4 PR pros to discuss Volkswagen’s future.

Former Twitter News Chief Joins Weber Shandwick: We’ll admit a bias. We’ve known former Twitter global news chief Vivian Schiller for years, having met her at the dawn of the digital age, when she ran with

Regardless of where a crisis starts, the real-time nature of digital media means that social conversations will move faster than your company can make decisions.

In incident management, just as in emergency medical care, what you do in the first 60 minutes, or the Golden Hour, often determines whether your event remains manageable or erupts into a full-blown crisis.

Good communicators know the rules of what and what not to do on Twitter. But let’s assume a bad tweet has escaped out into the world. How do you recover?

Making up a plan when a crisis hits will leave you several steps behind as it escalates. Here is how a crisis PR team should be structured to be ready in minutes.