Crisis Management

Likes, retweets, followers, replies and comments are the surest sign of a vibrant social media presence. But what happens when engagement takes a turn for the worse, when a post is met with criticism, when a reply to criticism is met with additional criticism, again and again?

Communicators are likely to keep a close eye on how Rolling Stone magazine contains the damage after the publication last weekend retracted its article about a brutal gang rape at a University of Virginia fraternity.

Starbucks and SeaWorld kicked off integrated messaging campaigns in the last month that were based on the most fundamental premise of good PR: Symmetrical (two-way) conversations are preferable to one-way. Both tightly integrated paid media with earned and owned. And both—judging from media and consumer reaction—failed spectacularly.

McDonald’s seeks ‘Moments of Joy as sales’ slump.

How do professional communicators prepare for the impossible-to-foresee developments in the aftermath of a catastrophic, tragic event?

One Direction is a business venture like any other, and its primary challenge is to communicate to its fans—and internally to its remaining members—that the group will remain relevant in the near term in light of this important defection.

Two major international brands—Dolce & Gabbana and Lenovo—screwed up big time in the last month. How each handled its crisis is a classic lesson in ‘how to’ and ‘how not to’ communicate after a misstep.

We all have our pet peeves that we cherish and use to define ourselves to ourselves. One of mine is the way people behave when looking at their mobile phones while walking or standing in public. Specifically, people in elevators gazing at their phones. Perhaps this has happened to you: You’re waiting for an elevator, […]

We all have our pet peeves that we cherish and use to define ourselves to ourselves. One of mine is the way people behave when looking at their mobile phones while walking or standing in… Continued

While some have applauded Starbucks’ efforts, others have hammered a new campaign focusing on race in the U.S.