Prohibition

JANUARY 17, 2022

With the recent increase in the use of social media in crisis situations, organisations across all sectors need to understand the benefits of incorporating it into their crisis plan. In fact, most experts agree that social media needs to be treated as a vital part of any company’s crisis communication plan.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Solo PR Pro

OCTOBER 16, 2018

Gayle Lynn Falkenthal, APR of the Falcon Valley Group , recommends: “Check all current plans and update for 2019, including your strategic communications plan, crisis communications plan, and anything else relevant. The ability to tell your brand’s story first and well is more important than ever.

Crisis Communications 127

Crisis Communications Trade Shows Crisis Customer Service 127

Shift Communications

NOVEMBER 16, 2017

Since the advent of the social media era, handling criticism has been one of the top requests made of PR professionals and agencies by brands and companies. Legitimate critics will complain about their experience in a way that reveals a discernible issue such as long wait times, poor customer service, etc.

How To 84

How To Crisis Communications Crisis Customer Service 84

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

5W PR

JUNE 15, 2020

Brands need to have a vibrant and active social media presence today. The latter includes direct, continual contact with fans and customers. The opportunity to engage, to solve problems, and to influence the narrative about and around the brand in the consumer public. That’s just a fact of doing business in the modern world.

Crisis 113

Crisis Digital PR Retail Reputation 113

Melissa Agnes

NOVEMBER 10, 2014

These attacks can and do come from anybody – from angry customers to unlawful competitors – and require legal and crisis communication expertise to manage. Do you have a cyber-investigation company on speed dial? Who does your company newsletter get distributed to? Marketing / Pr / Communications.

Crisis 203

Crisis How To Exercises System 203

Prohibition

JANUARY 14, 2022

But you can guard against them by putting in place a PR crisis plan before they happen – and reacting quickly if your business is struck with bad publicity. What is a PR Crisis? A crisis could be triggered by an accident, a serious error, or an inappropriate action. What is a PR Crisis Plan? What is Consumer Sentiment?

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Sword and the Script

APRIL 23, 2019

a clear difference in the assessment of the top priority was observable: 44% of CEOs said selling products and services was the top communications goal while just 25% of in-house communicators identified sales as the top goal. Analysis: There’s been a real push in some circles of PR for brands to take a stand.

Technology 128

Technology Study Communications Survey 128

Sword and the Script

FEBRUARY 17, 2015

Yet for many companies, content programs intended to help existing customers is an afterthought. Studies have shown that somewhere around one-fifth of companies identify related metrics such as customer retention as a content marketing objective. 3 Reasons to Include Customers in a B2B Content Program.

B2B 60

B2B Leadership Customer Service Content Marketing 60

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

Sword and the Script

JUNE 3, 2020

And it seems brands are rushing to weigh in. Brands are deeply saddened ,” as Edward Nevraumont wrote. “As As much as we personify brands, we need to remember that they cannot feel anything.” Let’s say you’re a software company with dozens of competitors in each of your markets globally. My instinct?

Product Launch 95

Product Launch Survey Banking Pharmaceuticals 95

Shift Communications

AUGUST 28, 2017

Public relations, marketing, and communications aren’t known for their futurist perspectives. More often than not, we’re reacting to the latest and greatest, from crisis communications (when the news is bad) to rapid response/newsjacking (when the news is good). Next: The Basics of Prediction in PR.

Analytics 96

Analytics Software Technology Data 96

Cision

JUNE 3, 2015

It’s unlikely that you can do anything to avoid the instant virality of anything remotely salacious or damning to a company, its executives or its brand. The ability for a company to not only manage and survive a crisis, but to thrive skillfully, all depends on its focus and planning prior to the onset of that crisis.

Crisis 120

Crisis Construction Viral Reputation 120

Melissa Agnes

NOVEMBER 10, 2014

These attacks can and do come from anybody – from angry customers to unlawful competitors – and require legal and crisis communication expertise to manage. Do you have a cyber-investigation company on speed dial? Who does your company newsletter get distributed to? Marketing / Pr / Communications.

Crisis 100

Crisis How To Crisis Management Exercises 100

Waxing UnLyrical

AUGUST 18, 2014

Why: The new roles and responsibilities of the modern-day communicator can seem daunting. 4 content creation tips for B2B software companies. Why: In this post from the WUL vault, two very different attitudes to customer service and technology caused me to question whether too much technology makes us… well, you know.

Crisis Communications 75

Crisis Communications Software B2B Crisis 75

Burrelles Fresh Ideas

MAY 23, 2023

This trend is expected to continue, with more travel companies offering customized itineraries and immersive cultural experiences. Reputation management: PR helps manage the reputation of travel brands, including hotels, airlines, and tour operators. I took advantage of this while planning a family trip to the Bahamas last year.

Travel 40

Travel Tourism Airlines Hotels 40

Critical Mention

AUGUST 21, 2018

From Google to Facebook to Yelp, what people say about your company matters. According to a 2017 local customer review survey, 85% of customers trust online reviews as much as their friends’ recommendations. In today’s digital world, online reviews can make or break your business. Monitor reviews.

Customer Service 61

Customer Service Writing Financial Local 61

Prohibition

JANUARY 7, 2022

Crisis management is something every company needs to implement as part of its business processes. Without a documented plan, how would you handle a crisis? If you think you could never be the victim of a crisis, think again. This quote could not be any more true for crisis planning. What is a crisis?

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

Sword and the Script

FEBRUARY 5, 2019

At first glance it seems great, the brand is seemingly benefiting with some organic lift stemming from its paid efforts. tbh, if I could switch I would, but you won’t ever offer this service in my area, and even if you did it’d be several years in the future. AT&T isn’t the only company facing this problem.

Advertising 60

Advertising Advertising Social Media Twitter 60

Waxing UnLyrical

APRIL 11, 2012

You are (quite literally) the face of your brand to a variety of audiences. So when you get a little nutty and have a naked public meltdown or go fruit loops on an airplane headed for Vegas…and you’re the pilot , it’s going to negatively affect your brand. Tarnishing your brand doesn’t have to happen in such a dramatic fashion.

Media Training 70

Media Training Crisis Training Crisis Communications 70

Waxing UnLyrical

AUGUST 18, 2014

Why: The new roles and responsibilities of the modern-day communicator can seem daunting. 4 content creation tips for B2B software companies. Why: In this post from the WUL vault, two very different attitudes to customer service and technology caused me to question whether too much technology makes us… well, you know.

Crisis Communications 40

Crisis Communications Software B2B Crisis 40

Mindful Marketing

JULY 15, 2015

Every brand must have a crisis communications plan. As Fast Company recently wrote in regards to its spokesperson being investigated for child pornography, “I’m pretty sure Subway never thought this was going to happen. You have to plan for the worst.”

Analytics 50

Analytics Measurement Crisis Communications Tools 50

David PR Group

AUGUST 17, 2017

Social media and online reviews bring an incredible new level of accountability to the customer service equation. 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.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Onclusive

JUNE 29, 2018

This month, AirPR hosted the webinar “How to Protect Your Brand in a PR Crisis.” Moderated by Heidi Sullivan, President of HKSully Consulting, the webinar outlined best practices in the New PR world of rapid-response and all-way communication. From Facebook to Starbucks, no brand is safe from a communications crisis.

Crisis 186

Crisis How To Brand Branding 186

Stephen Waddington

DECEMBER 30, 2019

Larry Fink, CEO, BlackRock, used his annual letters to business leaders in 2018 and 2019 to call companies to account on their societal impact. Profits are essential if a company is to effectively serve all of its stakeholders over time – not only shareholders, but also employees, customers, and communities.

Government 103

Government Education Print Ethics 103

Cision

DECEMBER 14, 2015

So, it makes sense that you would want your most important communications to be at the very top of your social pages (where people will go to pull information). It may also be worthwhile to consider embedding key social posts into crisis-related content or even digital press releases.

Crisis Communications 120

Crisis Communications Crisis Communications Facebook 120

Prohibition

AUGUST 4, 2021

To thrive in today’s digital marketplace, a company needs an online presence that reflects its values and product offerings. If you are currently running your own business, not having an online presence will only hurt when it comes to getting new customers. The more followers you have, the brighter your spotlight becomes.

Reputation 62

Reputation Company Engineering Banking 62

Shift Communications

SEPTEMBER 26, 2014

Brand reputations can make or break a company; a few bad reviews or questionable comments on social media could turn away customers instantly. Especially in the era of social media and the instant gratification of the Internet, if there’s a single mistake your company has made, people will find it. What does this tell us?

Reputation 137

Reputation Brand Branding Customer Service 137

Newsfile

JANUARY 30, 2024

McKinsey & Company, 2023 By all accounts, PR pros are increasingly using generative AI in their roles and this is expected to steadily increase over the next year. For example, ChatGPT will soon understand, interact and communicate using many different methods like text, images, video, audio and more.

Trends 105

Trends YouTube Video Social Media 105

Communications Conversations

MAY 3, 2017

Since social positions vary widely from company to company, what does your typical day look like? I would say my job is roughly 60% content (strategy and execution), 25% analytics/reporting and 15% community management. Read daily alerts and monitor brand accounts twice daily for comments, mentions, etc. Content work.

Healthcare 114

Healthcare SMB Social Media Meeting 114

Stuart Bruce

JULY 23, 2017

There’s more scary stuff when it comes the actual results of the survey as it reveals some quite alarming behaviour amongst many ‘brands’. It says “More than half of brands say that influencers are vital to the success of their social programs, specifically for extending brand reach.”

Social Media 68

Social Media Media Customer Service Corporate 68

ImPRessions - Crenshaw Communications

JUNE 7, 2018

It may be unnecessary or even counterproductive to join the fray when brand ambassadors, or regular customers, are already on the case. Strategic silence was the best course of action here, because any interjection by the brand would have probably amplified the negative attention and fueled greater criticism.

SEO 227

SEO Privacy Crisis Crisis Management 227

Waxing UnLyrical

MARCH 9, 2016

My area of interest is in crisis communication. From studying crises in social media, I’ve learned that brands often communicate through a different social media channel to get the word out when an account and/or website has been hacked (this is not one of those times to keep quiet ). Learnings from social.

Instagram 40

Instagram Privacy Guidelines Social Media 40

Waxing UnLyrical

MARCH 9, 2016

My area of interest is in crisis communication. From studying crises in social media, I’ve learned that brands often communicate through a different social media channel to get the word out when an account and/or website has been hacked (this is not one of those times to keep quiet ). Learnings from social.

Instagram 32

Instagram Privacy Guidelines Social Media 32