ImPRessions - Crenshaw Communications

DECEMBER 18, 2017

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? But in the spirit of fair play, here are some examples of reputation management that succeeded in 2017. Well handled.

Crisis Management 149

Crisis Management Crisis Airlines Viral 149

PRSay

APRIL 6, 2018

United Airlines. Viral videos. Brand misjudgments. From a crisis management point of view, 2017 had it all! Why new rules are needed for crisis management. As creators of the award-winning digital crisis management platform, “In Case of Crisis,” we talk regularly to crisis management practitioners.

Crisis Management 124

Crisis Management Crisis Airlines Viral 124

NewsWhip

NOVEMBER 2, 2021

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.

Crisis 78

Crisis Brand Branding Airlines 78

ImPRessions - Crenshaw Communications

APRIL 10, 2017

The video, which went viral by Monday morning after being posted on Facebook by another passenger, is plenty disturbing. But for public relations and crisis experts, United’s immediate response was also troubling. As of midday Monday, the airline had issued the following statement.

Airlines 159

Airlines Hotels Reputation Crisis 159

ImPRessions - Crenshaw Communications

JUNE 26, 2019

But most chief executives aren’t rockstars, and they don’t necessarily embrace a role as brand spokesperson. A truly critical event, like one that involves loss of life, major litigation, or a viral story like the United Airlines incident of 2017 usually requires an ongoing commitment by the company chief.

Trade Shows 271

Trade Shows Leadership Airlines Corporate 271

Barokas

MAY 3, 2017

PR crisis, with the most viral ones coming from Pepsi and everyone’s least favorite airline, United. Pepsi quickly pulled the ad, and issued an apology saying it “missed the mark” but many consumers pledged across social media to boycott the brand. This is where social listening would have been incredibly valuable.

Social Media 60

Social Media Airlines Media Viral 60

Prohibition

DECEMBER 9, 2021

Brands and businesses know how important it is to protect their reputation. In the midst of a crisis, reputations that have been so hard to build can be easily destroyed and the effects can be hard to undo. It doesn’t take much to provoke a crisis, sometimes just a simple mistake on social media can be enough.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62