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2017 Crisis Management That (Mostly) Worked

ImPRessions - Crenshaw Communications

Armchair PR experts get lots of mileage from critiquing crisis management by major brands and businesses this time of year. But what about the crisis situations that are handled well? Southwest Airlines’ soft landing. But consider how Southwest Airlines handled a tricky passenger situation in September.

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Brand crisis research: vaccine mandates, Striketober, & misinformation

NewsWhip

We discussed our latest brand crisis research around misinformation, worker strikes, and vaccine mandates and the key features of public and media interest during the October episode of the NewsWhip Pulse. Nicholson explains that in 2016 “outright false stories were going viral” and now it has become harder to identify.

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Who Were The PR Winners And Losers of 2017?

ImPRessions - Crenshaw Communications

What’s more, media credibility has actually increased over 2016. Yet as often happens, the crisis gave Uber the chance to turn the corner on its troubles by replacing founder and CEO Travis Kalanick. New CEO Dara Khosrowshahi was quickly beset with a fresh crisis, though, when news came out that Uber covered up a 2016 hack.

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How Digital PR Pros Can Cope with Recent Google Search Updates

Cision

The 2016 Edelman Trust Barometer states that out of all the people they surveyed, over 60% trust Google rather than news outlets. Google search algorithm updates in 2016 , for example, included a number of integrated changes in order to unify mobile SEO and local SEO along with paid and organic results. Image Source: [link].

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Trends in Social: Authenticity

5W PR

A 2016 study found that less than 25% of Americans see brands as honest , but they base their opinion of a brand more on personal experience than on corporate behavior. Whether it’s a simple customer service issue, or a large-scale communications crisis, addressing issues honestly wins consumers’ trust.

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7 Lessons That Ryan Lochte’s Olympic Crisis Can Teach PR Pros

MaccaPR

But oh, lordy – we as communications and marketing professionals can receive a master class in what NOT to do during a crisis from Lochte’s self-immolation at the 2016 Summer Olympics in Rio de Janeiro. August 19, 2016. n82dZH2gfl pic.twitter.com/rGp1nmA94G — Ryan Lochte (@RyanLochte).

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A PR View Of CEO Apologies

ImPRessions - Crenshaw Communications

Scandal: 2016. CEO Oscar Munoz, United Airlines . Adams found that the more the CEOs smiled, the more the stock prices dropped. Yet share prices rose as the CEOs expressed more regret. Here are our nominations for best CEO in a video apology: CEO John Stumpf, Wells Fargo. Charging customers for phony accounts. Contrition?