Sword and the Script

APRIL 15, 2017

You only get one shot at making a good first impression – and that’s true for corporate apologies too. Somehow as we grow up, those principles we learned as kids are beaten out of our collective corporate being. This is true of messaging, positioning, press releases and corporate apologies. 1) The incomplete corporate apology.

Corporate 79

Corporate Airlines How To Crisis 79

The Stalwart Blog

APRIL 14, 2017

What a week for this airline! The airline continues to suffer from an unending barrage of digital and traditional media torture. Longer term, the airline faces a whale of a lawsuit from the disposed passenger who failed to leave the aircraft on his own accord. The airline learned that particular lesson the hard way.

Airlines 74

Airlines Banking Fashion Crisis 74

Reputation Us

APRIL 12, 2017

Whenever a corporate crisis or public gaffe occurs, I often get questions from colleagues, friends and family on what my PR perspective is. This week’s United Airlines incident has by far created the most inquiries from people asking me, “What would you recommend United do now?” CRISIS IDENTIFICATION PROCESS.

Crisis 74

Crisis Airlines Viral Corporate 74

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. Five crisis PR first responses. He spoke from the heart — without regard for the airline’s possible culpability. Facebook dodges blame.

Crisis 136

Crisis Privacy Airlines Facebook 136

PRSay

OCTOBER 22, 2021

The company’s communications team found itself pivoting into crisis mode. 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.

Crisis 78

Crisis Airlines Travel Internal 78

PRSay

APRIL 6, 2018

United Airlines. Corporate malfeasance. 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. Wells Fargo.

Crisis Management 123

Crisis Management Crisis Airlines Viral 123

Cision

JUNE 8, 2015

Within minutes, the airline acknowledged the situation on Twitter and Facebook. The airline continued to communicate via social media throughout the ordeal and was universally lauded for its social media response to this crisis. Social media adds an overwhelming complexity to crisis communication.

Crisis Communications 120

Crisis Communications Social Media Crisis Communications 120

MaccaPR

FEBRUARY 19, 2018

Here’s a question for PR and marketing pros: Which was the most significant corporate communications cri sis recently ? and Pepsi’s “ Black Lives Matter’’ TV ad bungle with Kendall Jenner – it would be easy to miss one of the smaller yet most portentous PR crisis of this year: The CrossFit Gym Member-Shaming Instagram Fail.

Instagram 98

Instagram Crisis Local Privacy 98

Prohibition

DECEMBER 9, 2021

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. How to prepare and fix a PR crisis. This is where effective PR crisis management comes in.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Shift Communications

JANUARY 22, 2018

How do we know what to fix in a PR crisis? In previous posts, we’ve shared the basic crisis triangle : Respond with knowledge, speed, and ownership. To develop a more effective crisis communications strategy, we need to understand trust. What constitutes a crisis in each branch of trust, in each of the cores?

Crisis Communications 98

Crisis Communications Crisis Reputation Communications 98

ImPRessions - Crenshaw Communications

JUNE 26, 2019

It’s good news that corporate leaders are starting to appreciate the power of social media, but progress has been slow. To show leadership during a serious crisis situation. It’s not always about crisis management. To manage a corporate transition. Here are some of the most common. .

Trade Shows 271

Trade Shows Leadership Airlines Corporate 271

Flack's Revenge

MARCH 30, 2020

No one knows for sure when the crisis will end. Despite the first tip, Sword & Script blogger Frank Strong reckons that this may be a crisis that defies the usual advice to over-communicate : Customers don’t need 500 emails from vendors telling them to wash their hands. Hey, where is everybody? It sure is quiet. Frank Strong.

Crisis 199

Crisis Pitching Airlines Technology 199

The Stalwart Blog

MAY 9, 2017

Thoughts of a Crisis PR situation, like the one United embroiled themselves in with reckless abandon, usually bring about images of a company spokesperson or CEO nervously standing in front of a sea of cameras, microphones and reporters trying to convey their side of a very uncomfortable situation. Stakeholders. Far from it.

Crisis 90

Crisis Airlines Employee Fashion 90

Mark My Words

MARCH 30, 2015

I would expect Lufthansa one of the largest airlines in Europe, both in terms of overall passengers carried and fleet size, to have invested in a substantial crisis provision. Sadly, for all corporations, things will go wrong in any given situation, we know this as Murphy’s Law.

Crisis Communications 60

Crisis Communications Crisis Communications Airlines 60

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

The HQ2 search generated a frenzy of positive media coverage as well as 238 proposals from individual North American cities, and it helped cement Amazon’s status as a desired corporate neighbor and employer. New CEO Dara Khosrowshahi was quickly beset with a fresh crisis, though, when news came out that Uber covered up a 2016 hack.

Airlines 180

Airlines Reputation Journalism Crisis 180

PRSay

NOVEMBER 2, 2017

Nearly a decade ago, the PRSA Foundation sponsored research that found only 23 percent of graduate business schools consistently provide instruction in reputation management, corporate communications and related ethical dimensions. The program has since grown to 15 schools nationwide.

Communications 120

Communications Case Study Training Reputation 120

Reputation Us

MAY 12, 2020

When it comes to navigating crisis, I have been in the eye of many storms. As the president of ReputationUs and with 28 years of experience behind me, I have been striving to refine the art of managing corporate reputations during a crisis into a well-honed specialty. From the Credit Union Times. May 11, 2020.

Crisis 78

Crisis Financial Banking Crisis Management 78

5W PR

SEPTEMBER 7, 2017

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.

Trends 108

Trends Airlines Social Media Crisis 108

MaccaPR

SEPTEMBER 13, 2016

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. Lochte was clearly unprepared for this crisis, as evidenced by the stumbling words he used as the debacle deepened, “I over-exaggerated.”

Crisis 48

Crisis Airlines Reputation Corporate 48

ImPRessions - Crenshaw Communications

APRIL 10, 2018

As the face of the corporation, many CEOs are naturally charismatic. A study of video corporate apologies conducted by researchers Leanne ten Brinke and Gabrielle S. CEO Oscar Munoz, United Airlines . But if apologizing is so simple, why do so many CEOs botch the apologies ? Some are effortlessly sincere. Remember Qwikster? )

Interviews 170

Interviews Media Training Training Video 170

Norton's Notes

OCTOBER 18, 2016

This shows you how important a corporate reputation is to a company listed on the stock market – maybe its why we are seeing more PR professionals on boards. Indeed, as the FT points out , Samsung’s response, however dithering it seems, is actually pretty quick by corporate recall standards and should be seen as a bold step.

Crisis Management 28

Crisis Management Crisis Airlines Consumer 28

Presspage

MARCH 14, 2017

“Within KLM there was a corporate mentality, resulting in a workflow with little flexibility. “The CMS was well suited for regular corporate communications, but fell short when something had to be published instantly. That is quite relieving, especially in a time of crisis when things are already stressful.”

Airlines 60

Airlines Crisis Corporate System 60

5W PR

AUGUST 27, 2018

One of the premier airlines in the country, Delta once ruled the friendly skies. But the company failed to adjust to higher fuel prices and the new competition from smaller low-fare airlines. By 2013, more passengers were flying Delta than any other airline.

Company 87

Company Airlines Print Government 87

Mark My Words

MAY 20, 2015

This moment encapsulates the less than slick handling of the Gulf of Mexico oil spill, a PR blowout that has become one of the canonical texts of crisis mismanagement. What happened on-board flight 9525 could have happened to any other airline. Cook has done nothing to counter the perception of an out of touch corporation.

Airlines 60

Airlines Crisis Corporate Financial 60

Melissa Agnes

FEBRUARY 2, 2016

” I’ve been a loyal Air Canada flyer for over two years now, choosing to fly with the airline every chance I get – which due to my work is nearly a weekly occurrence – and this was my first time being upgraded. This one interaction had me contemplating my loyalty to this airline. This was a marking moment.

Corporate 167

Corporate Airlines Employee Training 167

Prohibition

DECEMBER 17, 2021

When a crisis hits the news, we are reminded of a valuable lesson: that companies and businesses often have to act fast in order to prevent further damage from taking place. Crisis communications is an important aspect to tackle as a business owner. This guide is written to assist in every aspect of crisis communication.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

MaccaPR

JUNE 8, 2017

What’s your opinion on how CEO Oscar Munoz handled the forced removal of a passenger from a United Airlines plane earlier this year? Munoz did not respond in a humane or human way to the crisis when the physician was dragged off that plane. You’re a “Presence Engineer” for corporate leaders. Can introverts become charismatic?

Radio 89

Radio Instagram Pitching Interviews 89

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. Crisis Communications Author. I think every honor you’ve received has just ben so, so much deserved and I’m sure this won’t be the last of them.

Energy 52

Energy Groups Internal International 52

Maxim Behar

SEPTEMBER 27, 2022

In the field of services and in the communication business it seems to be somehow easier, but the manufacturing enterprises, the tourism business, the airlines - all this was affected in an extremely negative way and each of these entities was struggling to survive. I say it with the best wishes, it happened as it happened.

Government 52

Government Tourism Ethics System 52

David PR Group

MAY 20, 2019

The planes have been grounded until further notice, and American Airlines, for example, has cancelled all 737 Max flights through August 19. (If When airlines have brand and image problems, they have a couple go-to solutions which won’t work for Boeing. See Two Seats Away From Not Hating Delta Airlines. The second is pricing.

Airlines 90

Airlines Travel System Reputation 90

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. It touches on how, in Pulitzer Prize-winning author, Jesse Eisenger’s opinion, the organization has grown soft and fearful of taking on corporate greed and malfeasance in the modern era.

Film 159

Film Crisis Writing Airlines 159

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. Other tools have offered coverage spikes for years.

Employee 135

Employee Software Survey Tools 135

Sword and the Script

SEPTEMBER 23, 2014

Most of the pundits say that in the long run stunts like these will ruin a corporate reputation. 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. When is Enough – Enough?

Company 110

Company Apparel Airlines Crisis Communications 110

Ethical Voices

MARCH 28, 2022

And then after that, I really did a variety for the first part of my career of corporate and agency. 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. Then I went back to corporate America. I had it for about 15 years.

Ethics 52

Ethics Strategy Real Estate Local 52

Shift Communications

OCTOBER 4, 2017

United Airlines learned this the hard way; a PR disaster struck when video footage of a passenger being forcibly dragged off a flight created a media firestorm, which consequently damaged their brand reputation and impacted stock value. One of the main causes of bad press is a poor customer experience. Toshiba’s accounting fraud.

Airlines 87

Airlines Financial Film Viral 87

MaccaPR

JANUARY 6, 2015

Since MaccaPR first launched in late 2012, we''ve averaged a new blog post nearly every week for our loyal chief marketing and PR officer, corporate communication directors and marketing professional subscribers. Thank you for making 2014 a great year - and here''s to an exciting 2015 filled with more lessons on hot PR and marketing topics!

Blogging 48

Blogging Wikipedia YouTube Content Marketing 48

Mark My Words

APRIL 14, 2017

Cometh the PR crisis, cometh the troll. The mother of all has been the United Airlines fiasco which saw a passenger “re-accommodated” in a “de-planed situation” after he refused to be “auto-volunteered” off an overbooked flight. The chief target of ridicule is so often the corporate comms team. The buck stops with the boss.

Corporate 60

Corporate Airlines Leadership Chemicals 60