Melissa Agnes

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.

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.

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

Melissa Agnes

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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?

Harness the Power of Influencers and Advocates

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

Crisis Ready Q&A: Discussing The Core Essentials Of Crisis Management

Melissa Agnes

Each month I answer questions from real people doing real work in–or learning about–crisis readiness.

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.

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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.

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.

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.

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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.

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?

Building Brand Invincibility Requires Intentional Attention

Melissa Agnes

How to systemize the process of giving attention to the right things.

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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.

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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?

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.

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.

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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.

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Crisis Ready Q&A: How Can You Merge Your Expertise Into A Career In Crisis Communication?

Melissa Agnes

This month’s question: “I have been a digital journalist, reporter and TV producer for the last 10 years. I am interested in merging my skills in breaking news coverage into a career in crisis communications.

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.

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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.

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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.

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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?”

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.

How To Use Social Media in the Classroom

Melissa Agnes

Editor’s note: How and when should social media be incorporated into today’s higher education?

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.

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How to Balance Timeliness and Accuracy in Your Crisis Response

Melissa Agnes

When it comes to crisis communication, timeliness is important. But so is accuracy. This is a lesson that Samsung has been learning the hard way while managing their Galaxy Note 7 crisis. What did Samsung do wrong? They gave too much information too soon at the onset of the crisis.

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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.

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.

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 Most Common Systematic Failure In Crisis Communication – And Odds Are, You’re Vulnerable To It

Melissa Agnes

One important aspect of your organization’s successful crisis management, is being able to reach out to, and communicate with, all impacted and relevant stakeholders, in a timely and efficient fashion.

TCIP #025 – Canada’s Anti-Spam Legislation (CASL) with Maanit Zemel

Melissa Agnes

Welcome to episode #025 of The Crisis Intelligence Podcast, with Melissa Agnes and Maanit Zemel. Canada’s Anti-Spam Legislation (CASL) is a Federal legislative regime that came into force in Canada on July 1, 2014.

Making The Case for Excluding Jargon From Crisis Communication

Melissa Agnes

Recently, Eric Chandler and I wrote a blog post called “Social Media Crisis” and Other Buzzwords that Need to Go. Buzzwords tend to lose their meaning due to overuse, therefore becoming less effective. Then we have jargon.

TCIP #024 – The Illinois Model with Louis Hayes

Melissa Agnes

Welcome to episode #024 of The Crisis Intelligence Podcast, with Melissa Agnes and Louis Hayes. Louis Hayes is a police officer in the Metropolitan Chicago area.

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Crisis Management Tip: What To Do if You Genuinely Have Nothing to Say

Melissa Agnes

Many organizations face this dilemma. They have the best of intentions to communicate with their stakeholders in a crisis, but for one reason or another, they just simply feel as though they genuinely have nothing to say. So they say nothing, which ends up being a major crisis management mistake.

TCIP #031 – Dealing with Internet Defamation and False Online Reviews with Whitney C. Gibson

Melissa Agnes

Welcome to episode #031 of The Crisis Intelligence Podcast, with Melissa Agnes and Whitney C. Gibson. Dealing with and removing internet defamation and other damaging content from the internet is a big challenge for countless professionals and organizations these days.

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Common Crisis Simulation Question Answered: How To Prepare

Melissa Agnes

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.

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Facebook Changes That May Impact Your Crisis Communication Reach

Melissa Agnes

Though Facebook isn’t a leading source of information dissemination in a crisis , it is an important channel to communicate on if your organization has a strong Facebook following that will turn to your fan page for updates and to express themselves and communicate with you and others.

3 Strategies for Overcoming the Internal Struggle of Crisis Ready Resistance

Melissa Agnes

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.

The Biggest Crisis Management Lesson from the Jian Ghomeshi Scandal

Melissa Agnes

The Jian Ghomeshi scandal is an interesting crisis to watch unfold. Not only do new facts keep coming to light, but there is an important lesson to learn from Ghomeshi’s own actions within this crisis.