Melissa Agnes

Review: ReputationDefender’s New Personal Branding Solution

Melissa Agnes

Investing in your professional online reputation is an important Crisis Ready strategy—and ReputationDefender has launched a service to help make this process easy for you. Have you put strategic thought into what people find when they google your name?

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The Status Quo of Crisis Preparedness Puts You at a Disadvantage—and It’s Time For That To Change

Melissa Agnes

Over the last couple of years, I’ve found myself increasingly frustrated with my industry, the crisis management profession. To put my frustration simply, the status quo of crisis preparedness and crisis management no longer suffices and, as a result, does a disservice to professionals, organizations and society. COVID-19 is a horrific example of how unfortunately true this statement is.

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Lessons from Managing a Cybersecurity Incident: A Case Study with Naren Aryal of Mascot Books

Melissa Agnes

We hear about cybersecurity incidents happening all the time. Most often, we hear about the massive breaches that happen to the biggest of brands. But the truth is that cybersecurity incidents are a threat that can happen to any and every company. You don’t have to be a massive household name to be targeted.

When Designing Controls Around Your Crisis Communications, Don’t Do This!

Melissa Agnes

One of the challenges of communicating effectively in times of viral issue and crisis management is ensuring that your brand’s communications are consistent across every stakeholder group, region and department. In other words, you don’t want one team of people saying one thing, while another team says another.

Harness the Power of Influencers and Advocates

Learn how to find and use influencers and advocates to gain buyer's trust on your behalf.

How To Detect The Risk Of Negative Virality

Melissa Agnes

A common fear when it comes to issue and crisis management is the uncertainty around virality. Which makes sense. Nobody wants the unwelcome surprise of having an otherwise seemingly insignificant issue go viral * against their organization. But what if I told you that it doesn’t have to catch you by surprise? That there is a Crisis Ready TM Formula that can help your team quickly detect the heightened probability of negative virality in real-time. Well, good news!

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Tips For Building Strong Emotional Connections In A Virtual World

Melissa Agnes

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?

Behind The Scenes of the Chipotle E. Coli Crisis, with William Espey

Melissa Agnes

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.

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A Crisis Ready World Is All Of Our Responsibility — Let’s Discuss The Individual Steps Towards Achieving This.

Melissa Agnes

I sit on the Global Advisory Board of the Institute for Strategic Risk Management (ISRM) —which is an amazing organization that I’m extremely proud and honored to be a part of—and I’ll be in Geneva this coming week to attend and partake in a symposium they’ve put together for the advisory council and other global leaders working together to look at multi-dimensional globally rising risk with the aim of responding to them now, before they continue to scale and culminate over the coming years.

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How To Get Ahead Of A Crisis When You’re Already Behind – Invincible Brand Podcast

Melissa Agnes

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.

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Top 15 Free PR Ideas to Grow Your Online Business

You've got a great idea, you've built your killer team, and you've maybe even gone through the first round or two of funding.

A Message of Hope and Relatability: If COVID-19 Has You Worried About Your Business, You Are Not Alone

Melissa Agnes

I received the following letter today from a client and it spoke to me. It spoke to me because of how pure, true and relatable this message is. I’ve chosen to share it with you because I want you to know that the fear you are likely experiencing amidst the Coronavirus (COVID-19) crisis is normal and it’s OK.

Free Resource to Help Your Team Assess and Escalate (or not) a Negative Event

Melissa Agnes

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.

Building Brand Invincibility Requires Conscious Compassion

Melissa Agnes

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.

What Does Being Crisis Ready Have To Do With Brand Invincibility?

Melissa Agnes

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. Let me explain.

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How to “Kill It” During Your Next Big Change

When it comes to change communication, employees need your help to understand what’s happening. Use these four steps to help employees navigate change.

The Sexy Allure Of Crisis Management Is Presenting Risk To Organizations

Melissa Agnes

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.

What’s the Difference Between Managing an Online Crisis vs. an Offline Crisis?

Melissa Agnes

A viewer recently asked me whether or not there is a difference between managing an online crisis vs. managing an offline crisis. They wondered if there were additional steps that may need to be taken when managing the former and, if so, what they are. As this is a common question, I thought I’d answer it in this week’s #crisisready video , where I take the opportunity to make a very important statement. Take a look! I’d love to hear what you think!

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Baffling Proof That Issues Can Strangely Emerge From Anywhere

Melissa Agnes

Courtesy: This Is Us NBC. Last week, I posed the question of “what kinds of scenarios, allegations, or rumors risk planting emotional doubt in the minds of your stakeholders?” ” As I explained, this is an important question to answer as a little bit of emotional doubt can present long-term negative effects on your brand.

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How To Socialize Your Crisis Management Plan

Melissa Agnes

I’m often asked how organizations should go about beginning to socialize their crisis management plan throughout the depths of their organization. In other words, how do you begin to get your team familiar and comfortable with the program, their roles and responsibilities? In this week’s #crisisready video , I share my approach to familiarizing and socializing my clients’ crisis preparedness programs with the different members of their team. Take a look!

The 5 Phases of Becoming Crisis Ready

Melissa Agnes

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.

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3 Attributes of a Strong and Practical Crisis Management Governance Model

Melissa Agnes

Image: Brandon Bourdages | Shutterstock. 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. The importance of solid and practical crisis management governance model. A crisis management governance model dictates who within an organization makes up the crisis management team. This is the team responsible for the organization’s crisis management and response.

Do Small and Medium-Sized Organizations Need to Be Crisis Ready?

Melissa Agnes

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.

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How To Use Humor To Help Solve Common Workplace Issues

Melissa Agnes

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 Never Lose A Customer Again

Melissa Agnes

How you make your customers feel … is the powerful differentiator from your competitors, lends to the emotional connection you build with your stakeholders, and can ultimately make or break your brand’s invincibility. Author and Customer Retention Expert, Joey Coleman, joins the Invincible Brand Podcast to discuss strategic ways to foster a culture whereby increased customer retention leads to brand advocacy, business resiliency, and ultimately, brand invincibility.

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Does a DDoS Attack Present a Crisis for Your Organization?

Melissa Agnes

The DDoS attack that Dyn, Inc. experienced a couple weeks ago seems to have freaked some people out. But for those who have never put thought into whether or not a DDoS attack is a high-risk scenario for their organization, a little freak out might not be such a bad thing. After all, a big part of implementing a crisis-ready culture involves regularly asking the right crisis-related questions, and taking a proactive approach towards crisis prevention and preparedness.

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Facebook’s Cambridge Analytica Crisis Was Not Just Preventable—It Is A Giant Missed Opportunity

Melissa Agnes

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.

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Building Brand Invincibility Requires Intentional Attention

Melissa Agnes

How to systemize the process of giving attention to the right things. In a world where distractions are thrown at us at every corner, Attention Expert, Neen James, joins the Invincible Brand Podcast to share techniques for being mindful and intentional about where you dedicate your attention in a way that helps you prioritize the things that matter most to your business, your team, your stakeholders, and your career.

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How To Manage Controversial Issues

Melissa Agnes

Controversies are amongst the most difficult types of negative events to manage effectively. 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.

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Behind the Scenes: Tactical Crisis Management Lessons from the Frontlines

Melissa Agnes

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. Alectra is one such organization.

Was Dyn, Inc. Crisis-Ready?

Melissa Agnes

In the DDoS attack that left some of the world’s online leaders in the dark last week, did Dyn, Inc. – the target of the attack – prove to be #crisisready? I explore this question in this week’s #crisisready video. Take a look: Related links you may find interesting: Dyn’s official response to the DDoS crisis. Dyn’s response to the incident on Twitter. Don’t Let Your Business Go Dark: How To Manage A DDoS Crisis. I’d love to hear what you think!

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How To Communicate With Stakeholders When Systems Are Down In A Cybersecurity Crisis

Melissa Agnes

Cybersecurity is a high-risk scenario that pertains to every organization. This means that it should absolutely be incorporated into your crisis preparedness program. When working with clients to plan for and prepare for this type of high-risk scenario, one important question that we always address is: “In the event that our systems are down, what is the best alternative measure for communicating with stakeholders?”

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3 Must-Do’s (Right Now) to Make 2015 Crisis-Free

Melissa Agnes

Happy New Year! 2014 was an eventful year, especially when it came to crises of all different sizes and scales. But let’s not be fooled. 2014 is officially behind us, but the risks and threats that leave every organization open to destruction are not. In fact, as we saw with the Sony crisis in December, these risks and threats are only bound to grow – as are today’s crisis management challenges. So why not lead into 2015 on a crisis-intelligent note?

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If You Outsource Your Social Media Marketing, This Is An Important Message For You

Melissa Agnes

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.

Communicating Disaster Preparedness, A PIO’s Moment of Clarity

Melissa Agnes

By Tom Iovino. As an emergency public information officer, I used to become frustrated by people who would choose to ignore the warnings our office would give out regarding hurricanes and other hazardous weather. I mean, we live on the Gulf Coast of Florida, right in the prime hurricane zone. Yet, I hear all of the excuses – somehow, we are immune to the effects of a hurricane because of some Native American blessing or our unique geography.

TCIP #029 – Managing the Law Enforcement Crisis Post Ferguson and New York with Captain Chris Hsiung, Tim Burrows and Louis Hayes

Melissa Agnes

Welcome to episode #029 of The Crisis Intelligence Podcast, with Melissa Agnes, Captain Chris Hsiung, Tim Burrows and Louis Hayes. Law enforcement, as an industry in the United States in particular, is in the midst of a major crisis. Between what happened in Ferguson, New York, Phoenix, Cleveland, California… this crisis continues to spiral out of control with the divide between community and police continuing to grow. This needs to stop.

Analyzing Uber’s Response to Rape Crisis in New Delhi + 2 Lessons for Every Company to Learn

Melissa Agnes

Uber has been banned from New Delhi after one of their drivers, a sex offender who previously spent seven months in prison for his crime, raped a 25 year old woman passenger. This is a big deal – big enough to make women everywhere hesitate before choosing to be alone in a car with an Uber driver. Yes, s**t happens, but this should not have. This was an avoidable – preventable – crisis. This needed to be a prevented crisis.

The Field of Emergency Management: Why It Is Not A Profession

Melissa Agnes

By Dr. Thomas D. Phelan. Editor’s note: This blog post merely touches on an interesting and important discussion I had with Dr. Tom on The Crisis Intelligence Podcast. I invite you to listen to our full discussion here , or on iTunes or Stitcher. The issue of emergency management as a profession has been discussed and debated for several years.

The Importance of Adaptive Response In The First Moments of Crisis Management

Melissa Agnes

Editor’s note: This is a guest post by Louis Hayes, a police officer in the Metropolitan Chicago area. It’s an important piece that discusses a topic that is often seen as controversial. Lou and I go into even more detail on this subject in episode #024 of The Crisis Intelligence Podcast. If you’re in law enforcement or emergency management, I highly recommend the listen. Tune in here. Lou and I also welcome your feedback, input and questions in the comments section below.

Are Airlines Being Descriptive Enough in their Galaxy Note 7 Warning?

Melissa Agnes

As I sat on an Air Canada flight this week, listening to the message that warned passengers to power down their Samsung Galaxy Note 7 devices, I thought: “But what if somebody doesn’t power down and and there’s a fire – a crisis – mid-flight?” ” So I sat there and I thought about the simple message the flight attendant had just given, in both English and French. They basically said “please power down and do not plug into the aircraft.”