Whether you’re digging your way out of a negative PR avalanche or simply need to scrub a less-than-squeaky-clean outburst, here are tips from branding experts on how to handle public outrage with grace and style....
Research and publish the best content.
Get Started for FREE
Sign up with Facebook Sign up with X
I don't have a Facebook or a X account
Already have an account: Login
Public Relations & Social Marketing Insight
444.5K views |
+3 today
Social marketing, PR insight & thought leadership - from The PR Coach
Curated by
Jeff Domansky
 Your new post is loading...
Your new post is loading...
Scoop.it!
Seriously, Komen? You couldn’t have anticipated that ending your relationship with Planned Parenthood might generate some controversy?
As you’ve surely heard by now, the Susan G. Komen Foundation ensnared itself in a major corporate crisis this week after its decision to discontinue grants to Planned Parenthood, a women’s health provider that provides abortion services.
The Foundation (kind of) reversed its decision this morning after suffering overwhelmingly negative coverage – but it even got its reversal wrong....
[Valuable crisis management and media relations insight from Brad Phillips - JD ] 
Scoop.it!
Handling multiple crises at once is something we in public relations don’t talk about, because it rarely occurs. But it is occurring now with the Carnival Line and the wreck of the Costa Concordia. Here are the crises within the crisis...
Scoop.it!
Communicating in an environment of risk is one of the more difficult roles for senior communications strategists....
In a recent article Maule cites research that identifies five key attributes for effective risk communication: competence, objectivity, fairness, consistency and acting in good faith. He cites research that suggests communicators should understand how each stakeholder group looks at risk, and at the world. This may require research in the form of traditional focus groups and surveys, or through metadata from social intelligence that unpacks the public dialogue and what it means for a company, product or issue....
[Valuable crisis management insight - JD]
Scoop.it!
Cineplex Australia Pulls Uncensored Twitter Feed After Embarrassing, Foul-Mouthed Tweets...
A movie theater chain is in hot water after an incident with an uncensored Twitter feed on their website.
This is a perfect case study for businesses considering integrating Twitter into their websites, complete with a big flashing “Warning” sign....
[Not just McDs; cautionary tale - JD]
Scoop.it!
The pizza chain became a lightning rod for criticism after it insulted an Asian-American woman, and the incident provides crisis lessons for all PR pros.
Scoop.it!
During a crisis, the most credible voice may not belong to you. So who’s going to help you by speaking on your behalf?
...Have you identified and written down the names of third party surrogates from outside your organization who might help you defend your brand when a crisis strikes?...
[Smart crisis planning strategy - JD]
Scoop.it!
Every day, public relations professionals help people understand the reasons why an organization says and does the things it says and does.
But one thing public relations professionals cannot help people understand, and should never have to, are an organization’s moral and legal failings.
Example: The ongoing crisis at Penn State, which entails its failure to report allegations of sexual abuse of minors by former Nittany Lions assistant football coach, Jerry Sandusky, to the proper legal authorities....
Scoop.it!
David Marriott never visited Amanda Knox during her four years in an Italian prison.
He met her this month, when she stepped off a plane in Seattle.
Yet for Knox and her family, Marriott was as important a player in her ordeal as anyone in the courtroom. As Knox’s publicist, beginning three days after her arrest, Marriott worked to convince the international public that she did not murder her British roommate while studying in Perugia.
Scoop.it!
Social media crises are on the rise, but 76% of those that occurred since 2001 could have been diminished or averted with the proper social media investments, according to a report by Altimeter Group released on Wednesday.
For the report, entitled “Social Business Readiness: How Advanced Companies Prepare Internally,” Altimeter Group analyzed 50 social media crises that have occurred since 2001 and found that those reaching mainstream media have risen steadily through the past decade, with just 1-2 incidents per year in the first five years and a total of 10 social media crises last year alone....
Scoop.it!
...Whether you're dealing with bungled distribution channels, a spokesperson scandal, or an environmental disaster, the way you respond has a direct impact on the future of the company.
Here are the seven most common mistakes made by companies during a PR crisis. Avoid them at all costs...
Scoop.it!
Press freedom group Reporters Without Borders (RSF) has temporarily suspended its WikiLeaks mirror site following a decision by the group to publish its full trove of 251,000 unredacted US diplomatic cables.
In a statement issued late yesterday (1 September), RSF said it took the decision to suspend the site which was set up in December last year while the protection of sources "is in question"....
Scoop.it!
My golden rule of public relations is that “if you don't shape your story somebody else will.” We see this in politics all the time. Think John Kerry and the “swift boat” scandal. Whatever your political view we can all agree ....
|
Scoop.it!
Susan G. Komen for the Cure, the nation’s leading breast cancer advocacy group, has gone into full damage-control mode.
Executives of the embattled Susan G. Komen for the Cure foundation held conference calls with affiliates Saturday to discuss a new strategy for working with supporters, a first step in rebuilding trust after last week’s public relations fiasco surrounding Komen’s off-then-on-again decision to fund Planned Parenthood....
Scoop.it!
Lots of people say you should call your politicians to demand change. What about feeding them?
East Haven, Connecticut, Mayor Joseph Maturo, Jr. ruffled a lot of feathers this week when he told a reporter that he would address Latinos' concerns over police discrimination and abuse by "eating tacos." Maturo has since apologized numerous times, but activists around the country continue to take him to task. Some, like Connecticut's Latino and Puerto Rican Affairs Commission, have asked for his resignation. Others have gotten a bit more creative with their protest....
Scoop.it!
Speed, sensitivity, and consistency are just a few of the elements necessary for having things go as smoothly as possible during this difficult process.
There is no end to plant closings and layoffs, whether in good economic times or bad ones.
How a company conveys this awful news reflects its values. Every situation is unique, but here are communication guidelines I hope you never need....
Scoop.it!
Last week, Erica wrote about how a Facebook promotion landed Timothy's Coffee in hot water.
McDonald’s is suffering a similar fate after losing control over a recent #McDStories hashtagcampaign.
Although it started as a way to engage and share stories about the fast food chain, suppliers and staff, the hashtag instead brought out consumers making fun of and negatively commenting about McDonald’s. (The Huffington Post has a slideshow with some examples of the Twitter backlash.)...
Scoop.it!
When organizational crises occur, such as plane crashes or automobile recalls, public relations practitioners develop strategies for substantive action and effective communication.
Now, University of Missouri researchers have found that the way in which news coverage of a crisis is framed affects the public's emotional response toward the company involved....
Scoop.it!
You guarantee your clients confidentiality. But then one of them bashes you in the media. The client’s story is false. What should you do?
You represent an organization with a vulnerable client base, say victims of domestic abuse or recovering addicts. As a matter of policy, you guarantee your clients confidentiality.
But then one of your clients bashes you in the media. The client’s story is false.
What should you do? If you respond to the specific charges, you’ll betray your promise of confidentiality and hurt your work with other clients. If you don’t, your organization will be portrayed as clueless, heartless, or downright inept....
Scoop.it!
The latest round of damage control initiated in the wake of a Tweet involves pizza, a receipt, and an understandably irritated customer. But once again I’m left wondering if the entire situation should have been handled differently.
For some background, a teenaged cashier at a Papa John’s franchise used a racial slur to identify customer Minhee Cho for a takeout order, and Cho posted a picture of the receipt on Twitter. The picture received thousands of re-Tweets, and Papa John’s did respond to her about seven hours after she posted it.
There are a bunch of issues here. I’ve seen it suggested that seven hours is too long, even though this was on a weekend and involved a franchise....
Scoop.it!
Harassment charges are important. But so is so much else.
And so here we are, into the second week of Cain-demonium: the breathless reporting, speculating, and opining about the late-1990s sexual harassment—or is it something more now?—controversy that has come to haunt (or help?) the candidacy of Herman Cain.
Just when it looked like the media had finally tired of the matter, enter Gloria Allred and the biggest break in the story yet: a press conference with Sharon Bialek, the first accuser to go public. Yesterday’s press conference was deemed roundly big and newsworthy, live-blogged by Andrew Sullivan and livestreamed by CNN, Slate, and Politico. And TMZ....
Scoop.it!
Like most crises, this one was predictable and mostly avoidable. With the volume of passengers and cargo handled by major airlines, missing or damaged luggage is common.
A missing pet should set off crisis management alarm bells all over the place but apparently not at American Airlines.
The story began when Karen Pascoe and her longhair cat Jack arrived at New York’s JFK airport for a flight to California six weeks ago. That’s when the fur began to fly....
Scoop.it!
From hurricanes and tornadoes to wildfires, co-ops are harnessing the power of social media to reach out to members during times of crisis.
“Ignore using social media for crisis communications at your own peril,” cautioned Chris Powell, director of public relations at Albemarle Electric Membership Corp.
“Members not only expect real-time information, they expect to be able to respond back to it,” said Powell, adding that members always have the option of creating their own sites offering positive or negative feedback. “Within five years I expect social media to be the dominant force in crisis communications.”...
Scoop.it!
With news that a “rogue trader” is responsible for a $2 billion loss, it is clear that Swiss bank UBS faces a huge crisis communication challenge. A number of factors make this challenge even tougher than might otherwise be the case....
Scoop.it!
"When you apologize, to have legitimacy for your crisis management strategy, people have to believe the apology is sincere.
|
