Melissa Agnes

NOVEMBER 20, 2018

Discover how utility company, Alectra, successfully manages issues and crises as a regular course of business—and how their learnings and successes can be implemented into your crisis ready program. Utility companies are no stranger to the multitude of challenges that present themselves in times of crisis. As a result, they have a ton of real-time crisis management experience that others can learn from.

Crisis Management 133

Crisis Management Crisis Government Crisis Communications 133

Melissa Agnes

NOVEMBER 13, 2018

Humor is a powerful choice that can help shape everything from your team’s outlook, to their productivity, stress level, problem solving skills, and so much more. Humor Engineer, Drew Tarvin, joins the Invincible Brand Podcast to discuss how humor can be used to effectively help solve many common workplace issues, such as a lack of employee engagement, stress management, communication issues, and more.

How To 144

How To YouTube Crisis Management Crisis 144

Melissa Agnes

NOVEMBER 6, 2018

Virtual communication can breed misunderstandings and yet how many of your meetings are virtual? Do you see where I’m going with this? Dr. Nick Morgan, author of Can You Hear Me? (amongst other great books) and founder of Public Words, joins the Invincible Brand Podcast to discuss the impacts that the virtual world have on internal teams and the conscious efforts and actions that leaders can take to mitigate the risks that these impacts present on company morale, team-building, and ultimat

Crisis Management 178

Crisis Management YouTube Internal International 178

Melissa Agnes

OCTOBER 30, 2018

Each month, I answer your crisis ready questions. This month’s question comes from Bridget… and, in fact, Bridget had a handful of really great questions that I got to provide responses to. Here’s a sampling of what these questions were: “Is crisis management different from industry to industry?” “What is the best way to manage controversial issues that spark heated emotion within a subset group of stakeholders?

Government 56

Government Crisis Crisis Management Privacy 56

Melissa Agnes

OCTOBER 23, 2018

These leading airlines showcase the power of focusing on the details of experience. You can also listen to this episode on iTunes , Spotify , Stitcher , and YouTube. Shashank Nigam, author of Soar and CEO of Simpliflying, joins the Invincible Brand Podcast to share some powerful strategies on how today’s leading airlines have managed to build sustainable trust – and how that serves them when undesirable incidents risk occurring.

Airlines 100

Airlines Strategy Crisis Management Crisis 100

Melissa Agnes

OCTOBER 16, 2018

Don’t let the lack of certification in this profession put your organization at risk. You can also listen to this episode on iTunes , Spotify , Stitcher , and YouTube. Charlie Maclean-Bristol, one of the Founders and Directors of PlanB Consulting, joins the Invincible Brand Podcast to discuss how organizations can get around the lack of certification in the profession of crisis management, to make sure they’re partnering with the right professionals for their company’s crisis r

Crisis Management 84

Crisis Management Crisis YouTube Video 84

Melissa Agnes

OCTOBER 2, 2018

A culture of compassion requires consciousness. How compassionately conscious is your brand? You can also listen to this episode on iTunes , Spotify , and Stitcher , and YouTube. Nearly ten years after Dave Carroll’s United Breaks Guitars video series went viral and helped change the landscape of issue and crisis management for brands, Dave joins the Invincible Brand Podcast to discuss the impact of compassion on brands and on an organization’s issue management, crisis management, cu

Brand 157

Brand Branding Crisis Management Customer Service 157

Melissa Agnes

SEPTEMBER 18, 2018

How Chipotle’s mindset and culture helped them manage their E. coli crisis, even though they were not technically crisis ready at the time. You can also listen to this episode on iTunes , Spotify , and Stitcher. William Espey, the man responsible for the voice of the brand that is Chipotle, joins the Invincible Brand Podcast to discuss the challenges Chipotle faced when managing the E. coli crisis in 2015, and the mindset and strategies they implemented to manage the many dynamics of this

Crisis 182

Crisis Crisis Management LinkedIn Twitter 182

Melissa Agnes

SEPTEMBER 11, 2018

Discover strategies and techniques to assess, implement, and strengthen your organization’s culture in a way that will lend to your brand’s invincibility. You can also listen to this episode on iTunes , Spotify , and Stitcher. Mike Ganino, company culture expert and author of Company Culture For Dummies , joins The Invincible Brand Podcast to discuss how you can assess and implement a strong culture that will lend to your brand’s invincibility.

How To 26

How To Crisis Management Crisis Instagram 26

Melissa Agnes

SEPTEMBER 4, 2018

The YouTube Shooting Crisis: How Mountain View Police Department quickly regained control of the narrative that was going viral against their agency. You can also listen to this episode on iTunes , Spotify , and Stitcher. Captain Chris Hsiung and Katie Nelson, of Mountain View Police Department, join The Invincible Brand Podcast to discuss how they quickly overcame an escalating viral crisis in a way that increased the trust their community and the general public have in their brand.

Crisis 176

Crisis Viral Brand Branding 176

Melissa Agnes

JULY 3, 2018

Thanks to high-profile crises, viral issues, and fun television series like Scandal , crisis management is being seen more and more as a “sexy” and thrilling profession or service offering. While the allure is understandable—from the outside, I realize it can look like a fast-paced, exciting career filled with adventure and heroism—what I’m seeing more and more is that this image and allure is presenting a high-risk scenario to many organizations.

Crisis Management 166

Crisis Management Crisis Viral Media Training 166

Melissa Agnes

JUNE 14, 2018

If you’ve been following my work for a while, you may remember my Crisis Intelligence Podcast which currently sits at 60 interviews with leaders from around the world, discussing their lens and experience when it comes to crisis management and preparedness. When I started the Crisis Ready Video Series , I stopped the regularity of my podcast. There simply wasn’t enough time in a week to do both.

Crisis 110

Crisis Crisis Management Case Study Video 110

Melissa Agnes

JUNE 5, 2018

Controversies are amongst the most difficult types of negative events to manage effectively. Why? Because they are emotionally charged situations that automatically segregate your audience. Not to mention that, due to their emotional relatability, they present a high-risk for fast escalation and virality. Furthermore, our current societal climate-with the Me Too and Time’s Up movements, our collective stance against racial discrimination, and more-controversial issues are an increasing hig

How To 150

How To Crisis Crisis Management Viral 150

Melissa Agnes

MAY 1, 2018

If you outsource your organization’s social media marketing and have not yet considered this, then your brand is at risk! Many organizations outsource their social media marketing for one reason or another. Unfortunately, few of them consider what they expect of their outsourced team in the event of a rising risk. In this crisis ready video, I discuss some important points to consider and develop protocol for, to ensure that your organization isn’t left exposed in the event of a risi

Social Media 145

Social Media Crisis Management Marketing Crisis 145

Melissa Agnes

APRIL 28, 2018

There are currently some societal trends that you should be paying close attention to, as they may present serious risk to your organization. Starbucks and Tony Robins have, unfortunately for them, learned this important lesson the hard way – and I don’t want that to be you! The good news, is that once you’ve taken the actions required to mitigate this risk, you then have a unique opportunity to transform it into an opportunity to build trust, credibility, and goodwill with you

Brand 100

Brand Branding Crisis Management Crisis 100

Melissa Agnes

APRIL 16, 2018

Image: cvm | Shutterstock. I recently received the following comment on a post I shared to social media: Sometimes it’s just hard to start talking about crisis preparedness because no one wants to be involved in a negative event. When a conversation starts, following your guidelines is the key. But the starting point seems to be so difficult to reach!

Internal 133

Internal International Crisis Exercises 133

Melissa Agnes

APRIL 11, 2018

Image: Shutterstock. One of the things that I love about issue management, is the opportunity that it presents to organizations. Opportunity to develop unbreakable relationships with your stakeholders, build brand trust and credibility in your marketplace, and strengthen your overall culture, productivity, and profitability. Unfortunately for Facebook, the Cambridge Analytica crisis it is now managing is the direct result of an issue that went mismanaged for years.

Crisis 160

Crisis Crisis Management Policies Privacy 160

Melissa Agnes

APRIL 9, 2018

Note: The following is an excerpt taken from my new book, Crisis Ready–Building an Invincible Brand in an Uncertain World , which is available for purchase on Amazon. Whom should you include within your crisis management governance? As a high-level overview, there should typically be three main groups within your crisis management governance model. While this structure may vary from organization to organization, using this approach as a starting point will help you fit this model to your organiz

Resources 180

Resources Crisis Management Crisis Government 180

Melissa Agnes

MARCH 21, 2018

Image: Melissa Agnes guest lecturing at McGill University. Each semester, I have the distinct pleasure of guest lecturing for colleges and universities around the world–including NYU, McGill, universities in Italy, Australia, and dozens more. Teaching students what it means to be crisis ready, and providing them with the fundamentals of crisis readiness that they can then bring forth with them into the workforce, is one of my greatest passions.

Course 56

Course Crisis Crisis Management Exercises 56

Melissa Agnes

MARCH 21, 2018

Image: Captain Ready, of Houston PD, and Melissa Agnes at the Houston Livestock Show and Rodeo. I’m very blessed to work often with law enforcement and those serving in the public safety profession. For example, I’ve worked with the cities of LA, Santa Monica, Beverly Hills, West Hollywood, the Ottawa Police Service, Houston PD, NATO, and many others–helping them become crisis ready.

Crisis 55

Crisis Publicity Interviews Training 55

Melissa Agnes

MARCH 15, 2018

Welcome to episode #060 of The Crisis Intelligence Podcast, with Melissa Agnes and Jordan Redshaw. The Horse River Wildfire that took place in Fort McMurray, Alberta, Canada, in May 2016 was unprecedented in Canadian history. Eighty-eight thousand people needed to be evacuated in the span of only a few hours, for a month-long evacuation. This wildfire was so catastrophic that its economic impact actually impacted Canada’s GDP.

Crisis 145

Crisis Crisis Communications Crisis Management Community 145

Melissa Agnes

MARCH 13, 2018

Image: chaiyapruek youprasert | Shutterstock. If you follow my work, then you know that helping organizations become crisis ready is not just what I do professionally, but it is one of my biggest passions. The reason I’m so passionate about my work is that being crisis ready provides so much value to an organization and the people it works with and for—value that far exceeds the sole acts of crisis management and crisis preparedness.

Crisis 179

Crisis Crisis Management Brand Branding 179

Melissa Agnes

MARCH 6, 2018

Becoming crisis ready is a process. It’s not something that just happens overnight. Fortunately, there’s a method to this process that can take any organization, of any size, type, and industry, from their current level of crisis readiness, straight through to building an invincible brand—which, as you know, is the ultimate benefit of being crisis ready.

Crisis 172

Crisis Crisis Management Handbook Viral 172

Melissa Agnes

MARCH 2, 2018

Image: Konontsev Artem | Shutterstock. As I frequently share on stage , one of the secrets to being crisis ready is to choose your lens. The lens through which you choose to see a negative situation directly impacts the actions you take in response to that situation, which directly impacts the results that that situation has on your brand. This means that choosing your lens, and empowering your teams to have and act through the right lens, is essential in building brand invincibility.

Crisis 140

Crisis Crisis Management Analysis Brand 140

Melissa Agnes

FEBRUARY 26, 2018

Image: Nestor Rizhniak | Shutterstock. I was recently asked the following question by a professional who follows my work: Does my organization need to be crisis ready even though we aren’t a huge brand? This is an important question, as it often leads to push-back from management when those who know the organization isn’t crisis ready attempt to gain the necessary buy-in to become crisis ready.

Crisis 172

Crisis Crisis Management Reputation Employee 172

Melissa Agnes

FEBRUARY 6, 2018

As you may have heard, Crisis Ready: Building an Invincible Brand in an Uncertain World , is my new book – and I’m so excited that it’s finally available for you to preorder on Amazon ! This book has been a true labour of love, with you and your organization fueling my focus, drive and passion in its creation. When I set out to write Crisis Ready , the last thing I wanted was to write yet another (boring) book on crisis management.

Crisis 133

Crisis Brand Branding Crisis Management 133

Melissa Agnes

FEBRUARY 5, 2018

Last week, I had the pleasure of chatting with Shel Holtz about the Crock-Pot and Tide Pod Challenge incidents, on his widely recognized PR Podcast, “For Immediate Release” (“FIR”). My conversation with Shel begins at roughly the 6-minute mark, where we spend a good 15 minutes discussing: Whether the Tide Pod Challenge and the Crock-Pot incidents were issues or crises – and why; The impact of emotion and relatability, and how each of these brands chose to respond to

Crisis Management 100

Crisis Management Viral Crisis Leadership 100

Melissa Agnes

JANUARY 24, 2018

Ulta Beauty has been accused of cleaning and reselling used makeup , by former employees. While other employees have negated the allegations, and while the brand has come forth with a response that addresses the accusations, stating that they “do not allow the resale of used or damaged products,” the risk of these types of allegations are that they are memorable enough, in a negative way, that they can cause doubt in the minds of consumers.

Brand 145

Brand Branding Crisis Management Employee 145

Melissa Agnes

SEPTEMBER 29, 2017

It has taken Equifax several attempts (and CEO’s) to get their crisis communications right, following the massive data breach that has impacted more than 143 million people. What do I mean by “right”, you ask? I mean everything from their tone of care and concern, to admitting their need for improvement, to answering key stakeholder questions and concerns.

Crisis Communications 100

Crisis Communications Crisis Communications How To 100

Melissa Agnes

JUNE 26, 2017

Over the weekend, the organizers of Montreal’s St. Jean Baptiste parade were accused of racism , when an image of a float being pushed solely by people of color, went viral. While I’m confident that this situation was unintentional, it’s not the first time we see an organization experience an avoidable controversy on account of their failure to assess the potential risk associated with their initiative.

Crisis Management 113

Crisis Management Communications Marketing Viral 113

Melissa Agnes

MAY 4, 2017

A viewer recently asked me what my stance is on the communications department being granted crisis communication autonomy. This is a really great and common question – one that usually stems from a much bigger issue within the organization. In this week’s crisis-ready video , I answer this question and address the bigger issue. So, if you’re in a position where your communications department is debating or seeking crisis communication autonomy, this is a much-watch video!

Crisis Communications 113

Crisis Communications Crisis Communications Crisis Management 113

Melissa Agnes

APRIL 17, 2017

I recently published a video discussing the best way to train your staff to be crisis-ready (hint: it’s by conducting a crisis simulation). At the end of the video, I invited viewers to ask me questions so that I could help them – and you – prepare and conduct a successful exercise. While I received several questions, there was one in particular that came from both professionals and students.

Crisis 165

Crisis Crisis Management How To Exercises 165

Melissa Agnes

APRIL 11, 2017

When a passenger was physically and brutally dragged from his seat aboard United Airlines’s flight 3411 earlier this week – and when the footage of this scene went viral around the globe – the airline’s crisis response was shameful on multiple levels. This is a terrible situation for any organization to find itself in, but to make matters worse, United showed no semblance of compassion or remorse for their abused customer and, as a result (so far at the time of this writi

Airlines 160

Airlines Crisis Management Viral Crisis 160

Melissa Agnes

APRIL 6, 2017

I’m always talking about developing a crisis preparedness program rather than simply developing a crisis management plan. But what’s the difference and why is a program so much more valuable than a plan? I answer this question in this week’s #crisisready video. Take a look! Looking To Hire A Crisis Management Keynote Speaker? Is crisis management a topic for your next event?

Crisis 134

Crisis Crisis Management Video 134

Melissa Agnes

MARCH 22, 2017

As a crisis management consultant and keynote speaker, I get asked this question all the time: “What industry do you specialize in?” And while this is a good question in theory, it’s actually the wrong question to ask if you’re looking to hire the right crisis management expert to meet your needs. Instead, you should be asking… …watch this week’s #crisisready video to learn the answer!

Crisis Management 118

Crisis Management Crisis Video Meeting 118

Melissa Agnes

MARCH 15, 2017

In order to truly implement a crisis-ready corporate culture, your entire team needs to understand: What their roles and responsibilities are when the organization is in “crisis mode”; What is expected of them by both leadership and stakeholders – and how to meet those expectations; How to make smart decisions in the heat of the moment; and ultimately.

Training 100

Training Crisis Crisis Management Leadership 100

Melissa Agnes

MARCH 2, 2017

The Oscars suffered through a very public, very embarrassing snafu this year, when the wrong winner was announced for the Best Picture award. But did this embarrassing moment amount to a crisis for the Academy Awards – or anyone else involved? I answer this question in this week’s #crisisready video. Take a look! What was your reaction when this snafu occurred?

Crisis 100

Crisis Crisis Management Video Publicity 100