ImPRessions - Crenshaw Communications

FEBRUARY 5, 2020

Newspapers camp out there, journalists and bloggers embed with campaigns, and the cable news shows ramp bring on more pundits and plan hours of airtime in anticipation of a newsworthy outcome. Another classic step to clarify and improve a crisis situation is to accept or assign responsibility for the problem and apologize.

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Landis PR

JANUARY 23, 2023

I could hear my mother in my ear when I was a kid, “when someone says ‘sorry’ for hurting you, don’t say ‘it’s ok,’ say, ‘thank you’ because you’re accepting their apology, not them hurting you.” And in this case, “no problem” is suitable in a situation where someone is apologizing to you for a mistake they made, not for hurting you (i.e.,

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ImPRessions - Crenshaw Communications

APRIL 10, 2018

Most public relations experts agree that the rules of the public apology are relatively simple. But if apologizing is so simple, why do so many CEOs botch the apologies ? But in a high-stakes situation where a strong apology is required, most leaders need help with the art of expressing remorse. Apology accepted?

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ImPRessions - Crenshaw Communications

APRIL 10, 2019

More than 50 people were implicated, but actors Lori Loughlin and Felicity Huffman were featured in every article. Yesterday she and husband Mossimo Giannulli were slapped with more charges, so the stakes for them are higher, and the outlook for PR rehab is poor.). Apologize. CC BY-SA 3.0. Face the reality.

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ImPRessions - Crenshaw Communications

APRIL 27, 2018

I apologize in advance to anyone reading this who can’t appreciate the insights offered in this post or who disagrees with the public relations expertise shared here. A cheap and lazy way to publicly express regret, the non-apology is more false than fake news, because literally no one believes it. See what I did there?

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5W PR

DECEMBER 8, 2019

Anyone that has spent any time following the news would certainly know by now that apologies are fairly commonplace these days. Whether someone’s apologizing for an honest mistake of an action that they didn’t think through, or their emotions got the better of them during a stressful situation, there has been no shortage of apologies.

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ImPRessions - Crenshaw Communications

DECEMBER 31, 2018

This year a regional ad campaign created as a customer apology after the UK unit of KFC ran out of chicken made international news. The campaign blended earned, paid, and owned media with spicy humor, self-awareness, and a cleverly crafted apology that stopped just short of being NSFW. Well done, IHOP, no matter how you spell it.

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Cision

DECEMBER 4, 2017

Oscar Munoz, United CEO, apologized for the incident on social media. But, his apology not only came too late, it didn’t have the right tone of voice either. Instead of apologizing for humiliating the passenger, Munoz apologized for the inconvenience caused to other passengers. pic.twitter.com/rF5gNIvVd0.

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Deirdre Breakenridge

AUGUST 20, 2014

Taking new information into consideration before you speak will make you appear more knowledgeable and give you a sharper plan moving forward. However, it’s more advantageous in different types of situations to step back, and let others offer really good information. Resist the Temptation to Apologize. Command the Room.

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ImPRessions - Crenshaw Communications

JULY 15, 2020

We’re all spending far more time online than we were before, and it’s easy to be lax about digital security, social media activity, and communications with colleagues in virtual meetings. ” Content, content, and more content. Know when to apologize. COVID shutdown raises reputation risks. Renew relationships.

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ImPRessions - Crenshaw Communications

JULY 25, 2018

It takes a well-crafted and sincere apology to explain away repugnant speech or actions, and even the best mea culpas can fall short. Jason Spencer’s pranking is so bizarre that no apology would have sufficed, so his recent resignation was inevitable. The post How Not To Apologize appeared first on Crenshaw Communications.

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ImPRessions - Crenshaw Communications

APRIL 10, 2017

Many captured the scene on their smartphones, and the video was more shocking than the headline; the man is screaming as he is wrenched from his window seat and dragged down the aisle, his face bleeding after apparently hitting an armrest. We apologize for the overbook situation. This is an upsetting event to all of us here at United.

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PRSay

FEBRUARY 21, 2020

One clear sign the Astros weren’t committed to a proper apology was their Spring Training press conference, which seemed poorly planned. Impart new or more in-depth information. In addition to this being a waste of time for both their fans and MLB stakeholders, it made it seem as if they had more to hide.

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5W PR

DECEMBER 8, 2019

Anyone that has spent any time following the news would certainly know by now that apologies are fairly commonplace these days. Whether someone’s apologizing for an honest mistake of an action that they didn’t think through, or their emotions got the better of them during a stressful situation, there has been no shortage of apologies.

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ImPRessions - Crenshaw Communications

MARCH 9, 2021

Its CMO spent nearly the whole day defending the tweet and the accompanying campaign before deleting it and apologizing for the approach. BK would have done better to announce its program more quietly, be more generous with its commitment, or both. The heat could have scorched my screen. A meaty program still backfired.

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ImPRessions - Crenshaw Communications

FEBRUARY 4, 2020

Newspapers camp out there, journalists embed with campaigns, and the cable news shows bring on more pundits and plan hours of airtime in anticipation of a newsworthy outcome. A later comment specified “inconsistencies” in vote totals, which raised more questions than it answered and to some overwrought political junkies, implied shenanigans.

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ImPRessions - Crenshaw Communications

DECEMBER 29, 2019

What’s more, the brand took advantage of a summer news lull and punched above its weight in the social media arena. More importantly, the brand scratched its way to one of the most significant improvements in YouGov’s Ad Awareness metric among consumers throughout September. Yes, we did our own taste test in the office.)

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ReimaginePR

DECEMBER 8, 2014

He subsequently offered the class an apology, if you could call it that. But an attempt to elicit the silence of those who did or would speak out under the guise of an apology, as incomplete as it was , said more than words. Um, shouldn’t he have? Which brings me to my next point.

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ImPRessions - Crenshaw Communications

NOVEMBER 21, 2018

PR rules for apologizing . Apologies go with family like apple pie with ice cream. An ideal apology contains: admission of wrongdoing, real contrition, and a correction plan. Practice answers that gently direct conversations into “pre-approved” topics like football, your new boyfriend, or Nanna’s summer Disney cruise.

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Agility PR Solutions

MAY 21, 2020

So apparently blondes no longer have more fun—at least not according to the Associate Press Stylebook, a sort of bible for newspapers and other word nerds (of which I am proudly one). AP just came out with its latest revisions to the Stylebook, and without so much as an apology to Rod Stewart’s 1978 album title, they […].

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ImPRessions - Crenshaw Communications

AUGUST 25, 2016

As any PR person will tell you, the public apology has become a ritual for personalities or politicians who’ve made a mistake and wish to restore their reputation. Call it the fauxpology, the pseudo-apology or, as I prefer, the non-apology. Here, then, are a few lessons from the non-apology rule book.

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PRSay

MARCH 14, 2023

Americans are experiencing more problems with products and services than ever before, and their complaints to companies are becoming more belligerent and uncivil, new research from Arizona State University’s W. Nearly half of Americans surveyed said they had encountered two or more acts of customer incivility in the past year.

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Onclusive

APRIL 29, 2021

It is almost always the case that more communication, and more well-informed communication, is the best strategy. If the crisis is your responsibility, be accountable for it and apologize—being honest is key to building your brand reputation. Before, during and after a PR crisis, information and communication are key.

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ImPRessions - Crenshaw Communications

OCTOBER 25, 2018

The story was nearly lost amid more urgent headlines, but its ripple effect may continue. And Johnston’s tasteless tweet couldn’t have come at a more sensitive time for Campbell. What’s more, it comes as the company is under pressure from shareholders. Apologize to the offended party.

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ImPRessions - Crenshaw Communications

DECEMBER 28, 2018

After the Cambridge Analytica scandal exploded, CEO Mark Zuckerberg embarked on an apology tour, capped off with a cautious, contrite, and highly rehearsed performance before a Senate Committee in April. There have been too many apologies that later rang hollow, and its bank of good will is nearly empty. The NRA retrenches.

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ImPRessions - Crenshaw Communications

DECEMBER 2, 2020

However, since on-air interviews are a different type of exchange, some producers are more flexible and may share the questions beforehand, and they will of course offer details about the interview’s direction. Media have different policies about sharing questions ahead of an interview. In general, most don’t. Help them to “think in quotes”.

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Flack's Revenge

MARCH 30, 2020

No agenda, no apologies, no doom and gloom–just thoughts from your heart. As long as the press and analysts are showing up for work, and you are also open for business, you should continue to communicate with the media, including on topics relevant to the crisis (but carefully; more about this below). There you go.

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Reputation Specialist Michael Toebe

NOVEMBER 29, 2021

We can go through the motions with an apology that isn’t really an apology and feel like we’ve carried out our obligatory duty. Lauren Boebert, in this case, isn’t fooling anyone with her faux apology about comments made about Rep. It’s a weak, vague, sterile “I apologize to anyone,” template. Ilhan Omar.

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Sword and the Script

APRIL 15, 2017

You only get one shot at making a good first impression – and that’s true for corporate apologies too. When a company apologizes and then has to apologize again, albeit with a little more sincerity – and then apologizes again, again, and again – the business missed its shot at its first apologetic impression.

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ImPRessions - Crenshaw Communications

JANUARY 19, 2016

Waiting even a few hours can irk consumers even more, and a swift response earns points. Offer a genuine apology if warranted. And don’t make the mistake of issuing a non-apology apology or botched apology. If done well, a frustrated customer could end up singing your company’s praises. Be surprising.

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ImPRessions - Crenshaw Communications

DECEMBER 31, 2019

What’s more, the brand took advantage of a summer news lull and punched above its weight in the social media arena. More importantly, the brand scratched its way to one of the most significant improvements in YouGov’s Ad Awareness metric among consumers throughout September. Yes, we did our own taste test in the office.)

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Reputation Specialist Michael Toebe

FEBRUARY 2, 2022

“Effective immediately, I am suspending Whoopi Goldberg for two weeks for her wrong and hurtful comments,” ABC News president Kim Godwin said — and for public relations reasons — had to say, adding “While Whoopi has apologized, I've asked her to take time to reflect and learn about the impact of her comments.” Very corporate speak.

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ImPRessions - Crenshaw Communications

MAY 15, 2018

Within four days, amid a public and media reaction and a deepening crisis, CEO Mark Zuckerberg launched an apology tour with social posts, a more contrite and complete news statement, and TV interviews. For a PR view into video CEO apologies , see this earlier post.} Instead, they spoke with action.

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Melissa Agnes

MAY 26, 2014

Don’t really apologize. Offering conditional apologies and making excuses only antagonizes your audiences more. Besides, relying on untrained spokespersons, relying on an untested plan is almost as bad as having none at all. We’ll be able to sort through the issues because we’re smart. Being unfocused.

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Reputation Specialist Michael Toebe

OCTOBER 27, 2021

Some people make a decision not to apologize. Whatever the reason, it’s a shortsighted belief to assume not apologizing is the better move or best one. And what riles up humans is that offenders of hurtful or criminal behavior are not feeling remorseful, not apologizing, not being held socially or legally responsible with punishment.

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Reputation Specialist Michael Toebe

OCTOBER 2, 2021

Musical artist Sting probably was gobsmacked that he found himself in a conflict where his comments were considered defamatory and had to humble himself and apologize. Even the apology was criticized by the other person. More from USA Today and Barry: Sting responded with a letter on Aug. Sting made a noble effort to apologize.

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PRSay

DECEMBER 19, 2018

We also closely monitor I&T click- and engagement-stats to learn more about what you, as PR professionals, want to read about. In evaluating the topics that mattered most to PRSA members in 2018, here’s what caught our eye: Public apologies. There was Shaun White’s apology for wearing an offensive Halloween costume.

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