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2017 Crisis Management That (Mostly) Worked

ImPRessions - Crenshaw Communications

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. It seems almost quaint now, given the explosion of reputation-killing headlines that have followed the brand “scandal.”

How Well Do You Know the New Rules of Crisis Management?

PRSay

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. It is not that all the tried and trusted tenets of crisis management have fallen by the wayside.

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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. Crisis management advisors and consultants are not supposed to be the risk. Their current crisis management firm is not delivering practical deliverables. This is the reality of the work crisis management advisors are faced with.

How to Turn Your Brand Crisis into PR Success with Ease

Cision

As much as social media followers love to praise your brand, they won’t hesitate to criticize your actions if they have a good reason. One negative comment can attract thousands of tweets and reactions, turning that single comment into a full-blown PR crisis. Thus, it has the potential to bring your marketing and branding strategy to its knees in just a few hours. When a PR crisis hits, confusion, anxiety, and chaos can shake up your organization.

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5 powerful PR trends for 2021

Doctor Spin

These new strategies will have to balance a razor sharp edge between ESG compliance and brand integrity — both equally important but not necessarily compatible. Reputation management. Brand communities. Which are the five main PR trends for 2021?

5 powerful PR trends for 2021

Doctor Spin

These new strategies will have to balance a razor sharp edge between ESG compliance and brand integrity — both equally important but not necessarily compatible. Reputation management. Brand communities. Which are the five main PR trends for 2021?

United Flies Into Another PR Storm

ImPRessions - Crenshaw Communications

The public relations team at United had probably just started to breathe easy after the infamous “leggings” crisis when a second PR disaster hit. 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. It’s hard to put a price tag on reputation.

Why the NBA’s Hong Kong Controversy Is a Timely Lesson in Corporate Responsibility

PRSay

4, Daryl Morey, general manager of the NBA’s Houston Rockets, sent a tweet that said “Fight for Freedom,” and “Stand with Hong Kong.” Fewer than 24 hours later, the Twitter brouhaha would expand into a sprawling crisis for the NBA’s relationship with China and its reputation at home. For PR practitioners, crisis managers, and the organizations they counsel, the NBA episode offers some valuable tips. On Oct.

Trainwrecks: 7 PR Disasters from 2016

TrendKite

Seasoned PR pros know that a crisis can hit out of left field and, with the help of social media, escalate like wildfire. Here are some of the worst and a few thoughts on how the crisis was managed. People really wanted to get a visual on that one, so YouTube videos went viral.). How do you track and control your brand from being pulled into the chaos? This move was seen as far too little to help the company’s reputation by many.

What Does Being Crisis Ready Have To Do With Brand Invincibility?

Melissa Agnes

If you follow my work, then you know that helping organizations become crisis ready is not just what I do professionally, but it is one of my biggest passions. The reason I’m so passionate about my work is that being crisis ready provides so much value to an organization and the people it works with and for—value that far exceeds the sole acts of crisis management and crisis preparedness. This is what it means to be crisis ready. Crisis Ready.

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How to manage your COVID-19 response

PR Daily

Ragan Communications and PR Daily will conduct a special day of learning, Crisis Communcations Virtual Conference: Managing Communications Through the Coronavirus , to help communicators prepare for the unprecedented challenges they face as this crisis moves across the globe. Learn from speakers including: Kim Markus, consumer marketing and PR manager for Scotts Miracle-Gro. Deborah Hileman, president for the Institute of Crisis Management.

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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. Crisis communication is complex, dynamic and critically important to get right. So, while message consistency is essential, it is only one of the many aspects you need to get right in order to successfully manage high-stakes situations.

The Biggest PR Disasters Of 2016

ImPRessions - Crenshaw Communications

Here’s our list for the top stories that damaged brand reputations, wrecked careers, and kept media and PRs working overtime. Worse, Samsung bungled the management of the product recalls by failing to coordinate with the Consumer Product Safety Commission and its communication to customers was slow and inconsistent. The communications lessons, on the other hand, will be covered in crisis management classes for many years.

The New Yorker fires Jeffrey Toobin, UPS makes uniform policy more inclusive, and NFL’s Houston Texans fires female PR head

PR Daily

Also: PlayStation offers customized Twitter ‘like,’ how many PR pros’ roles encompass content marketing strategies, a sculpture restoration fail in Spain goes viral, and more. Your efforts—and crisis responses—should emphasize your organization’s mission and values.

Make Issues Management an Integral Part of your Corporate Culture

Melissa Agnes

Over the past few years, we’ve come to learn that one person can go a long way in wrecking havoc on a brand. But what about the incidents that occur that senior management never hears about? What about the customers who have a negative experience with your brand but choose not to create a video or campaign that then goes viral – yet, in their silence, choose to never again interact or purchase from your organization?

The Gilded Lilly: A Cautionary Tale

Flatiron Communications

” In the PR world, and specifically when grappling with the forces driving the rise and fall of reputations, one might find these equations instructive. Suddenly, one of America’s hippest retailers found itself in a crisis of confidence that impacted its stock price, incurred a $10 million settlement , and perhaps most importantly, gave a black bullseye to the brand esteem the company so carefully forged over the years.

When The CEO Should Be The PR Spokesperson

ImPRessions - Crenshaw Communications

Being the steward of a company’s image and reputation comes with the job. But most chief executives aren’t rockstars, and they don’t necessarily embrace a role as brand spokesperson. To show leadership during a serious crisis situation. If the company’s reputation is in jeopardy, its CEO becomes the chief emergency officer by default. It’s not always about crisis management. To manage a corporate transition. Photo by Foto Sushi on Unsplash.

The Top 11 Social Media Crises of 2017

Norton's Notes

I speak a lot to student and marketers alike about social media crisis management as I believe it can have a huge impact on a brand’s reputation and share price if you get it wrong. Even today I am amazed at how many brands just pass the social media content to the most junior member of the team. This video is terrible for the brand and how they handled it was even worse. This is as simple as using a poor choice of words by the brand.

Popeye’s chicken sandwich returns, Adobe breach hits 7.5M, and rushing to measure ROI won’t produce results

PR Daily

What advice would you give Popeyes marketing team as it prepares for its viral menu item to come back? FREE DOWNLOAD: 8 Tips on How to Manage a PR Crisis Effectively ]. Why you should care: Watch for continued crisis and reputation management lessons as the company continues to struggle with its brand image issues. Related reading: 4 crisis management keys. Timing is everything: When to issue your crisis response.

How To Manage Controversial Issues

Melissa Agnes

Controversies are amongst the most difficult types of negative events to manage effectively. Not to mention that, due to their emotional relatability, they present a high-risk for fast escalation and virality. The crisis ready formula for effective management. Fortunately, there is a 4-step Crisis Ready formula for effectively managing the majority of controversial issues. Crisis Ready. Building an Invincible Brand in an Uncertain World.

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6 key occasions when your CEO should be the key spokesperson

PR Daily

From crisis communications to unveiling that brilliant new product, your head honcho should recognize these high-profile moments to step up and be the face and voice of your organization. Being the steward of a company’s image and reputation comes with the job. Most chief executives aren’t rock stars and don’t embrace the role of brand spokesperson. Showing leadership during a crisis. It’s not always about crisis management.

J&J offers to settle in Ohio, consumers question leaders’ ethics, and how TikTok fills a specific niche

PR Daily

Good morning, PR pros: In a bellwether case in the opioid crisis, Johnson & Johnson has reached a potential deal with Cuyahoga and Summit counties in Ohio. Why it matters: It might be sound legal strategy to deny wrongdoing while offering a multimillion-dollar settlement, but it shouldn’t be confused with good crisis management. J&J to pay $527M in opioid damages, Popeyes’ Twitter spat creates viral win, and KFC tests plant-based ‘chicken’.

5 crisis communications lessons from Kellogg

PR Daily

The way an organization reacts in the first hours of a crisis will probably determine whether it succeeds or fails in regaining public trust. The way brand managers at Kellogg Co. responded to the release of a video depicting a disgruntled employee should serve as a model for handling a PR crisis. When crisis strikes, here are five best practices to adopt—as exemplified by Kellogg: 1. Kellogg’s crisis managers could not have seen this damaging situation coming.

How to Beat Your Competition Using Media Monitoring

Critical Mention

After all, a PR pro’s reputation is based on keeping track of the how the market is progressing and what that means for their company. The research will become automated, and it’ll enable PR pros to see exactly who their target audience is, when’s a peak time to target their customers and be able to identify a potential crisis and stop it in its tracks. They’re prepared for a crisis to go viral. Being on top of media trends is at PR’s core.

Top nine PR crises so far for 2019

Prohibition

Some of these came to light by members of the public calling brands out on social media for their slip-ups and others were campaigns by PR and marketing teams that simply did not turn out as planned. Neither the CEO nor the chairman’s names were associated with this crisis and no names of any higher-ups in the company were found in the apology post. The brand played with its 30-year tagline, “the best a man can get”, and replaced it with “The best men can be”.

Baffling Proof That Issues Can Strangely Emerge From Anywhere

Melissa Agnes

” As I explained, this is an important question to answer as a little bit of emotional doubt can present long-term negative effects on your brand. These two components combined, create a recipe for a viral situation that risks leaving a long-term negative association or sentiment towards your brand. Crisis Ready Rule: Emotion always overpowers reason. Was Crock-Pot Crisis Ready? — The Crock-Pot® Brand (@CrockPotCares) January 24, 2018.

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How To Identify your Crisis Plan’s Blind Spots

Melissa Agnes

Spending time on a regular basis making sure that these risks have been assessed, prevented where possible and planned for where unpreventable should be an important part of your risk management and business continuity strategy. Don’t think your crisis plan has blind spots? Let me throw three common crisis scenarios at you and you can reflect on whether or not your team is prepared for each of them – and don’t assume you know the answer, actually go and find out!

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How Digital PR Pros Can Cope with Recent Google Search Updates

Cision

This stresses on the importance of mobile search and mobile-optimized websites adds to the importance of ranking higher in mobile search results, especially during a PR crisis when a breaking news is plastered all over the internet. As we saw with the recent United Airlines fiasco , crisis news doesn’t take time to go viral. This will push down negative results and bring positive results high in the SERP and help in crisis management.

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Behind the Headlines With Kathy Walsh

Cision

Not every platform or tactic will be right for your brand. In this interview, Kathy discusses the importance of knowing what is being said about your brand, how to properly prepare for potential crises and why basic marketing principles are still relevant today. Our talented leadership team—among the best with whom I’ve ever worked–also positions us well to serve clients, both proactively and reactively, in building, strengthening and defending their reputations.

How To Identify your Crisis Plan’s Blind Spots

Melissa Agnes

Spending time on a regular basis making sure that these risks have been assessed, prevented where possible and planned for where unpreventable should be an important part of your risk management and business continuity strategy. Don’t think your crisis plan has blind spots? Let me throw three common crisis scenarios at you and you can reflect on whether or not your team is prepared for each of them – and don’t assume you know the answer, actually go and find out!

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TrendKite’s Comprehensive Guide to Crisis Communications

TrendKite

A recent headline in PR News shared something we all know, but don't love to admit: " Brands See Risks but Fail to Plan for Them." " Sound like the crisis strategy you know you should have in place? The crisis strategy with contingencies for everything that could go wrong on top of the crisis itself— like not being able to get ahold of the point person for executing the plan or someone else in the chain of command for approvals, for example.

TrendKite’s Comprehensive Guide to Crisis Communications

TrendKite

A recent headline in PR News shared something we all know, but don't love to admit: " Brands See Risks but Fail to Plan for Them." " Sound like the crisis strategy you know you should have in place? The crisis strategy with contingencies for everything that could go wrong on top of the crisis itself— like not being able to get ahold of the point person for executing the plan or someone else in the chain of command for approvals, for example.

How Digital PR Pros Can Cope with Recent Google Search Updates

Beyond PR

This stresses on the importance of mobile search and mobile-optimized websites adds to the importance of ranking higher in mobile search results, especially during a PR crisis when a breaking news is plastered all over the internet. As we saw with the recent United Airlines fiasco , crisis news doesn’t take time to go viral. This will push down negative results and bring positive results high in the SERP and help in crisis management.

PRoust Questionnaire: Sean Kelly

PR Conversations

I enjoy the adrenaline rush of crisis communications. Which real, historical or fictional person or brand would you like to give a reputation makeover? a critical thinker– and a quick thinker (particularly during a crisis). As everyone with a smart phone and Internet access can become a citizen journalist, PR pros position themselves to help organizations and individuals respond effectively when a misstep is caught on camera or goes viral on YouTube.

Film 68

PRoust Questionnaire: Sean Kelly

PR Conversations

I enjoy the adrenaline rush of crisis communications. Which real, historical or fictional person or brand would you like to give a reputation makeover? a critical thinker– and a quick thinker (particularly during a crisis). As everyone with a smart phone and Internet access can become a citizen journalist, PR pros position themselves to help organizations and individuals respond effectively when a misstep is caught on camera or goes viral on YouTube.

Film 43

10 PR hits of 2018

PR Daily

A brand at Nike’s level has to be willing to make bold moves in order to reap rewards,” adds Lori Teranishi, principal at iQ 360. Payless and Dunkin’ win kudos posing as upscale brands. Not only did this make people laugh, but it demonstrated Payless’ high-fashion chops and shifted the public’s eye off the brand’s 2017 bankruptcy, agrees Maria Gonzalez of the Gonzberg Agency. Red Hen fends off a crisis. Who scored big in the world of PR this year?