Sword and the Script

SEPTEMBER 23, 2014

It was a tragedy – and here’s a company that made a tiny little misjudgment or so to speak. A few months ago, you couldn’t visit a news format in any medium – in print, broadcast or online – without hearing about a gigantic jet – Malaysia Airlines Boing 777 – that just disappeared over the Pacific. So how did the coverage look?

Company 110

Company Apparel Airlines Crisis Communications 110

Stuart Bruce

OCTOBER 30, 2014

Stuart Bruce speaking at the IATA Crisis Communications in the Social Media Age conference. (c) This morning I gave a keynote at the global ‘Crisis Communications in the Social Media Age’ conference in Istanbul. Is the fact that every company is a media company a threat or an opportunity?

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

5W PR

AUGUST 27, 2018

A huge government bailout to keep GM in business earned the company the derisive moniker Government Motors… Quite a fall from the union darling and first choice of millions of “buy American” focused consumers. One of the premier airlines in the country, Delta once ruled the friendly skies. Then, insult to injury.

Company 87

Company Airlines Print Government 87

Melissa Agnes

SEPTEMBER 26, 2014

From The Crisis Intelligence Blog. These Smart Social Media Tactics Will Help You Prevent A Crisis. Facebook Changes That May Impact Your Crisis Communication Reach. Upcoming Webinar: Crisis Response Strategies for In-House Counsel. Why Back To Business As Usual Is The Biggest Crisis Management Mistake Of All.

Crisis Management 199

Crisis Management Airlines Crisis Resources 199

Solo PR Pro

FEBRUARY 7, 2023

In a recent episode of That Solo Life: The Solo PR Pro Podcast , hosts Karen Swim and Michelle Kane discuss the nightmare that was Southwest Airlines’ system failure over the holidays. Pay attention to your system of tools Michelle says it best: “Don’t shortchange investing in your company’s infrastructure.” Not Southwest.

Airlines 58

Airlines System Reputation Travel 58

Burrelles Fresh Ideas

JANUARY 16, 2024

From my favorite airline (which is open and sincere in good times and bad) to my credit card company (who handled a data breach quickly and efficiently), down to my neighborhood auto repair shop (which is almost honest to a fault), these traits are a major driver in my day-to-day purchase decisions.

Crisis 84

Crisis Airlines Crisis Communications Social Media 84

5W PR

AUGUST 16, 2020

The acceleration of social media has added to the challenges of crisis communications, an impact that a Pentland Analytics study says has doubled the impact on shareholder value. The study also found that those companies that responded well saw an average increase in the value of 20% while those that didn’t experience a 30% decrease.

Crisis Management 88

Crisis Management Social Media Crisis Communications 88

Cision

DECEMBER 4, 2017

United Airlines came under fire for forcefully dragging a passenger out from the overbooked flight number 3411 as a video recording of the incident went viral on social media. As a result, the company and Munoz, both came under intense criticism. All of this happened because United Airlines chose to ignore the gravity of the situation.

Crisis 271

Crisis Brand Branding How To 271

Sword and the Script

NOVEMBER 7, 2023

AI hunts bias in a new “media war room” by Israeli startup Propel Propel, an Israeli startup that’s building out an all-in-one PR platform, has packaged its software into an offering it’s calling the “Media War Room” that leverages AI for managing crisis communications. The company also rolled out coverage spikes.

Employee 135

Employee Software Survey Tools 135

Communications Conversations

APRIL 3, 2020

But one channel has given a handful of companies a huge leg up on others in the crisis communications game: personal CEO social media profiles (mostly, on LinkedIn). And, we’re seeing brands use their personal CEO profiles as part of their overall strategic communications plan. Even if it’s just a start.

Tools 78

Tools Airlines LinkedIn Crisis 78

Sword and the Script

APRIL 15, 2017

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. The more the person smiled, the worse his company performed.”. The researcher then tested these findings with a simulation.

Corporate 79

Corporate Airlines How To Crisis 79

Burrelles Fresh Ideas

MAY 23, 2023

Major airports experience increased passenger volumes, and airlines may offer more flights and vacation packages to cater to the demand. In response, hotels and airlines are implementing eco-friendly practices and promoting sustainable tourism initiatives. Their campaign indeed brings that to life!

Travel 40

Travel Tourism Airlines Hotels 40

Burrelles Fresh Ideas

JANUARY 30, 2024

Boeing: Brand crises abound in January, and perhaps no one knows this better than the world’s largest aerospace company, Boeing. On Friday, January 5, an Alaska Airlines Boeing 737 MAX 9 lost a fuselage‘ plug door‘ mid-flight , causing the cabin to depressurize and loose items to blow out with the door.

Ethics 96

Ethics Crisis Transportation Airlines 96

PRSay

OCTOBER 22, 2021

John Elsasser, PRSA’s publications director and the session’s moderator, asked whether Delta’s existing crisis plans had helped the company confront the COVID-19 pandemic. This was a scenario that was unimaginable,” said panelist Trebor Banstetter, director of corporate communications for Atlanta-based Delta Air Lines. “I

Crisis 78

Crisis Airlines Travel Internal 78

ImPRessions - Crenshaw Communications

MAY 15, 2018

A crisis situation presents abundant challenges for public relations and business leaders, not the least of which are the critical first communications. The tone of the language, the medium of the message, and its timing contribute to public perception of a company’s management of the situation.

Crisis 136

Crisis Privacy Airlines Facebook 136

ImPRessions - Crenshaw Communications

MAY 30, 2017

Chief Crisis Officer Anyone in PR today knows that the odds of their company becoming embroiled in a crisis, large or small, have increased. Content Inc. Summer in public relations is a great time up your content game.

Film 159

Film Crisis Writing Airlines 159

Prohibition

DECEMBER 9, 2021

How to prepare and fix a PR crisis. Each PR crisis will affect each company, brand or individual in a different way – that’s because they’re all different. And not every company has an appropriate response to that specific crisis. This is where effective PR crisis management comes in.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Shift Communications

OCTOBER 4, 2017

If your company is not prepared for these situations, a small controversy can quickly turn into a full-blown scandal. United isn’t the only company to feel the financial impact of a scandal like this. Read the infographic below to learn more about how much bad customer experiences can cost companies.

Airlines 87

Airlines Financial Film Viral 87

David PR Group

AUGUST 17, 2017

The internet enables consumers to reach out to companies and service providers in brand new ways, and I believe the transparency that exists because of these online tools is a great thing for commerce. Conservative commentator Ann Coulter caught considerable heat recently for her online tantrum about Delta Airlines. They scolded her.

Airlines 54

Airlines Reputation Customer Service Social Media 54

The Hoffman Agency

AUGUST 29, 2019

While they proved to know more about PR than we expected, we decided to give them an inside look at our world, by putting them through a crisis communications activity. Not a single guest had a background in communications, but they brought with them an ideal of how they want a company they know and trust to react if a crisis strikes.

Crisis 31

Crisis Airlines Privacy Crisis Communications 31

Presspage

MAY 11, 2017

Among the many communication tools that can be used during a crisis, social media is one of the most important ones because it offers the opportunity for an immediate, concise, and far-reaching response. The question remains – will using social media in crisis communication deliver you an advantage?

Social Media 79

Social Media Crisis Media Airlines 79

MaccaPR

FEBRUARY 19, 2018

Amidst the hurricane of PR catastrophes this past year – from H & M’s racist “Biggest Monkey in the Jungle” debacle, Papa John’s CEO attacking the NFL and Uber’s parade of scandals to United Airlines’ nose-breaking, tooth-shattering attack on a passenger, the Oscar “Best Picture is.Oops!” The first rule for any online crisis ?

Instagram 98

Instagram Crisis Local Privacy 98

5W PR

JUNE 6, 2017

If the crisis is something like your airline employees dragging someone out of his seat and off the flight because of a company policy. Refocus some of the efforts from the company and employees. Consider a new value statement for your company that emphasizes something more than profit.

Crisis 76

Crisis Publicity Policies Airlines 76

Reputation Us

MAY 12, 2020

But when it comes to crisis communications and reputation management, I believe they can learn plenty from previous crises to navigate us through this pandemic. Q: What should my crisis team be focusing on? A: If you have a designated crisis response team, that is a good start.

Crisis 78

Crisis Financial Banking Crisis Management 78

Ethical Voices

MARCH 28, 2022

She provides strategic public relations planning and execution to both companies and marketing and PR agencies. I worked for American Airlines, for Hill and Knowlton, a real estate developer, law firm, national restaurant chain, and then I started my own firm. I just founded a company called Women Elevated.

Ethics 52

Ethics Strategy Real Estate Local 52

PRSay

APRIL 6, 2018

United Airlines. From a crisis management point of view, 2017 had it all! However, today’s dynamics are that when a crisis strikes, people demand to know more about the situation directly from the organization. And then they will share their views of the company and its response across their own digital networks.

Crisis Management 124

Crisis Management Crisis Airlines Viral 124

Maxim Behar

DECEMBER 20, 2022

Sales and Traffic Representative, Turkish Airlines. Dear Maxim, on behalf of Turkish Airlines, we would like to congratulate you on winning the Best PR professional in Europe. We are honored to work with your PR company. Co-Founder, SPRING PR Company. Partner, Boman Communications PRNetwork. See you soon! .

Energy 52

Energy Groups Internal International 52

Norton's Notes

JANUARY 8, 2015

Fernandes has been the CEO since 2001 and by all accounts he is a likeable character with a cult celebrity status in Indonesia who is seen as transforming the airline. As we know any crisis of any nature is a huge test for a high profile CEO but his approach has been described as a “well-oiled communications machine.”

Crisis Management 28

Crisis Management Crisis Twitter Airlines 28

MaccaPR

SEPTEMBER 13, 2016

Your brand and company may never employ a 12-time Olympic gold medal-winning swimmer such as Ryan Lochte as its celebrity spokesperson. 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.

Crisis 48

Crisis Airlines Reputation Corporate 48

Prohibition

MAY 15, 2020

Just as things couldn’t really get much worse for the company, Tim Martin did an interview with Sky News where he expressed his view on the fact that it wasn’t really necessary to close the pubs at all. Which is exactly what vaping company, Diamond Mist, found out pretty quickly. pic.twitter.com/7jsvHkyNAb. We’re looking into it.

Crisis 71

Crisis Government Social Media Reputation 71

Prohibition

MAY 15, 2020

Just as things couldn’t really get much worse for the company, Tim Martin did an interview with Sky News where he expressed his view on the fact that it wasn’t really necessary to close the pubs at all. Which is exactly what vaping company, Diamond Mist, found out pretty quickly. pic.twitter.com/7jsvHkyNAb. We’re looking into it.

Crisis 62

Crisis Government Social Media Reputation 62

Sword and the Script

MAY 23, 2017

Sizing up or prioritizing responses in crisis communications. Larger companies have so much coverage – an airline for example – that it would take teams of people clipping newspapers in Maine to monitor. In other words, is much easier to move a domain’s score from 10 to 20 than it is from 50 to 60. It’s just not possible.

SEO 65

SEO Tools Engineering Web 65

MaccaPR

APRIL 28, 2016

Owner, J Austin & Associates crisis communications agency, former Senior Vice President of Fleishman-Hillard, and managing director for Corporate Communications with Northwest Airlines. If one company does that, and then another, and another, who knows? Maybe real communication will occur. Jon Austin.

Tourism 48

Tourism Airlines Writing Meeting 48