Repairing Trust: Reputation Management and Crisis Communications

Shift Communications

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. When a crisis occurs, it’s generally because of two very broad reasons: something we’ve said, or something we’ve done. What constitutes a crisis in each branch of trust, in each of the cores?

Kraft Heinz grapples with botched financial results and CMO departure

PR Daily

The company said findings from an internal investigation, which revealed some employees had fabricated numbers, wasn’t ‘quantitatively material’ to its finances. RELATED: Join us for our one-of-a-kind Measurement for Communicators Academy. ]. Crisis Communications Kraft Heinz

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Future of PR and social media for International Air Transport Association crisis communications conference

Stuart Bruce

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. Doing right by your employees.

Walmart KOs violent-video displays but keeps guns, Uber spins bad financials, and blackface at Belgium’s Africa Museum draws ire

PR Daily

RELATED: Join us for our Leadership and Executive Communications Conference ]. billion during this year’s second quarter—which, besides Kraft Heinz, General Electric and Newell Brands—is more than the remaining S&P 500 companies lost within their entire 2018 financial year reporting.

Google ordered to let employees speak out, how PR pros feel about the future of influencer marketing, and WeWork loses comms chief before IPO

PR Daily

Communicators have a role to play in making the workplace better for everyone. Here are today’s top stories: Government to Google: Let employees speak out. Why you should care: How employees talk to each other and the outside world is a crucial piece of your organization’s reputation.

CVS and Walgreens join anti-gun trend, Forbes admits gender bias in innovators list, and why many employees criticize your brand

PR Daily

Good morning, PR pros: Nissan still hasn’t found the bottom of its leadership crisis : CEO Hiroto Saikawa resigned Monday. The struggle highlights the importance of good governance and shows how top executive pay can quickly become a PR crisis.

Walmart pushes back on gender bias claims, digital marketing is rising, and WeWork’s CEO apologizes for IPO debacle

PR Daily

For communicators who want to be supportive, adding pronouns to your email signature is a great place to start. How communicators can learn to speak ‘CEO’. The superstore retailer has been hit again with complaints about unfair compensation of female employees.

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Away chief is out over toxic culture, Morgan Stanley to cut 1,500 jobs, and KFC’s chicken-scented Yule log sells out fast

PR Daily

Also: Social media managers tweet parodies of viral art installation, this year’s PR winners and losers, remote employees are more productive, and more. Why it matters: Though internal communications are meant for employees’ eyes, those messages could wind up in external channels.

Dogs drive online engagement for UPS, Girl Scouts offer cookies with a message, and Facebook defends stance on political ads

PR Daily

The accounts’ continued high engagement numbers attest to the power of employee ambassadors and organically grown online communities.

3 ways PR pros can weather a crisis and come out on top

PR Daily

These takeaways from a chief communications officer can help you respond to a negative situation in a way that quickly boosts your brand and can get you through the storm. Inform your employees first. “An Letting your employees know what’s going on doesn’t require a lengthy message.

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J&J disputes investigation into asbestos in its baby powder

PR Daily

RELATED: Take the first step in achieving corporate communications excellence ]. What do you think of Johnson and Johnson’s crisis response, PR Daily readers? A blockbuster Reuters report says Johnson & Johnson has long hidden knowledge that its talc contained the carcinogen.

4 steps to reduce a hospital social media crisis

PR Daily

Altimeter defines a social media crisis as “a crisis issue that arises in or is amplified by social media and results in negative mainstream media coverage, a change in business processes, or financial loss.” Employees appreciate having clear social media guidelines.

Snapchat’s exclusive shows, Mountain Dew’s map flub, and Norwegian chief’s departure

PR Daily

Also: Delta applauded for replying to a troll, employees split on political expression policies, and 7-Eleven’s precisely timed Slurpee giveaway. FREE REPORT: Communicators’ struggles, strengths and successes ]. Timing is everything: When to issue your crisis response.

PR crises that have defined 2019

PR Daily

There are four months left in 2019, but it already feels like we’ve witnessed a year’s worth of scandal and crisis. Have a crisis communications plan. Boeing and the 737 Max crisis. Crisis Communications Media Relations PR Industry Social Media Storytelling

Why you should talk to your employees first in a crisis

PR Daily

Yet the moment you felt you were in the clear, the crisis began. A few reporters saw the tweet and started reaching out to more employees. One reporter, after verifying that the employee worked there, but without talking to him, quoted the tweet on his 6 p.m.

Insights into impulse purchases, Twitter’s new reply filters, and ‘Royal Sussex’ Instagram bombshell rattles the Palace

PR Daily

We intend to step back as ‘senior’ members of the Royal Family and work to become financially independent, while continuing to fully support Her Majesty The Queen. CollegeHumor lays off more than 100 employees. How do you share and celebrate your communications successes?

In a crisis, beware the false memory phenomenon

PR Daily

When responding to a crisis event, PR pros must be careful to avoid mental mistakes. This is an important question for brand managers to consider, particularly those weathering a crisis. RELATED: Boost your employee communications, PR and social media prowess at Microsoft HQ ].

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How to stay apolitical in our polarized era

PR Daily

However, the PR crisis has prompted many high-profile celebrities to cancel their memberships, and the trust between the companies and their consumers has been damaged. Kwittken looks at companies like Aspiration, a financial services firm that focuses on investing a social conscience.

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Mattel’s gender-neutral dolls celebrate inclusivity, seniors stereotyped in ads, and eBay and WeWork execs depart

PR Daily

CEO departures in 2019, according to Challenger, more than at the same point in 2008 when the economy was embroiled in the financial crisis. Related reading: 5 common missteps in crisis communication. 3 steps for protecting your organization from a crisis.

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Toys ‘R’ Us partners with Target, Uber tests pet-friendly rides, and 25% of women have never asked for a raise

PR Daily

It can also serve as a reminder that pet-friendly offices can provide prospective employees with a nice perk and decreased stress. Ensure your communications are transparent and proactive about upcoming changes, especially with your employees.

Kroger joins push for tougher gun laws, consumers readily change brands, and WeWork’s founder walks back trademark sale

PR Daily

Also: Nissan’s leadership crisis escalates, MillerCoors wins an injunction over corn syrup messaging, and Vienna reigns as the world’s most livable city. What are the best cities for communicators and PR pros to live and work—and why?

Citigroup discloses it pays women 29 percent less than their male counterparts

PR Daily

In a surprising moment of transparency, Citigroup announced that the gender pay gap is real for its employees. Last year, Citi was the first financial institution to publicly release the results of a pay equity review comparing compensation of women to men, and U.S.

Walmart walks back guns stance, content marketers stay loyal to text, and Forever 21 sued over Ariana Grande ‘lookalike’

PR Daily

Forbes wrote : A list of 77 stores that will be closed circulated over the weekend and was obtained from someone believed to be a former employee who said it was understood to involve Kmart branded stores in “the majority.” 3 crisis lessons from USA Gymnastics’ leadership struggle.

30 jobs in the PR and marketing world

PR Daily

The social networking site has a slew of communications-related job openings. See what else we have in our weekly professional pickings: Senior manager of executive and internal communications—GitHub (California). Junior web developer—Ragan Communications (Illinois).

30 jobs in the PR and marketing world

PR Daily

The average salary for employees with less than one year of experience is $58,673, per PayScale. Though the average salary for employees with less than one year of experience ($48,570, according to PayScale ) is quite a bit less than Seattle’s, rents and overall cost of living are much lower.

Nissan lays out case against Ghosn amid merger talks

PR Daily

First, however, communicators must close the book on Ghosn. RELATED: Learn how to prepare, defend and promote your organization during a crisis. ]. Representatives for Renault and Nissan declined to comment to the Financial Times. Crisis Communications PR Carlos Ghosn Nissan

Despite a drivers strike, Uber seeks to woo investors ahead of IPO

PR Daily

The stock issue promises big money for investors, but drivers who aren’t classified as employees are unlikely to see any reward. NPR reported : When companies go public, it usually means big money for executives, and sometimes nice payouts for employees. Crisis Communications Lyft Ube

Wells Fargo chief resigns amid demands to fix the company’s culture

PR Daily

Sloan took over in October 2016, after former Wells Fargo chief John Stumpf resigned over a scandal in which 5,300 employees were fired for creating millions of unauthorized bank and credit card accounts. RELATED: Join us May 9–10 for our Crisis Communications Conference. ].

Brand managers gird for Calif. privacy act, Blizzard backtracks after criticism, and women-led organizations earn more

PR Daily

Communicators will have to become more savvy about data collection in light of privacy concerns and restrictions to provide consumers with valuable content and offerings. RELATED: Join us for our Leadership and Executive Communications Conference ].

Coca-Cola revives the CMO role, Goldman Sachs vows eco-friendly investment, and Starbucks apologizes to law enforcement (again)

PR Daily

That had many asking what the future was for the CMO, and for communications more broadly, as top communicators have been responsible for much more than ad placements and marketing messages. How are you structuring the leadership of your communications operations?

PR pros predict which industry trends will matter most in 2019

PR Daily

2018 presented many interesting and new challenges for communicators. Other challenges included earning media coverage in a politically-fueled and shrinking media climate, measuring the impact of PR efforts and scaling to meet more communications needs outside of pitching than ever before.

The first $0 paychecks emerge, along with outcry to end the government shutdown

PR Daily

Almost half of the 800,000 civilian federal employees are not working, and even those who are won’t be paid until the stalemate is settled. For Special Agents, financial security is national security.”- Crisis Communications Media Relations PR Social Media Uncategorized

How Your CEO Can Save Your Company’s Image

Critical Mention

When a company faces a crisis, its CEO must step up and restore his or her organization’s PR image in a crisis. Strong leadership and a carefully-crafted crisis communications strategy can help a company recover its image and earn back its audience’s trust.

Equinox and SoulCycle downplay political backlash, Pizza Hut shutters stores, and marketers purr over #InternationalCatDay

PR Daily

No disrespect to the many wonderful employees at my local Equinox). Have a crisis response prepared, so you can quickly let stakeholders know your organization’s values. Despite an extended period of crisis and scandal, Facebook still holds a lot of sway over the public.

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6 Guidelines for Social Media Tragedy Response

Shift Communications

Rather than a knee-jerk policy of “stop the presses” or an endless stream of “our thoughts and prayers are with the victims” posts, we as communicators, as fellow human beings must balance our humanity with our duties and responsibilities to our companies.

Walmart garners backlash for pro-gun shirts, Olive Garden offers lifetime pasta pass, and 70% of employees want job training

PR Daily

Related reading: In a crisis, beware the false memory phenomenon. Why you should not avoid confrontation in a crisis. Walmart KOs violent-video displays but keeps guns, Uber spins bad financials, and blackface at Belgium’s Africa Museum draws ire.

Tips for Pitching to the Media

Critical Mention

One of the most famous pitch examples in Wolf of Wall Street is when Jordan Belfort got one of his employees to sell a pen to him at a restaurant. The employee asked, “Can you do me a favor, can you write your name down on the napkin for me?”

Fearless girl isn’t so equal when it comes to gender pay gap

Stuart Bruce

Specifically, State Street Global Advisers, the client paying McCann for the stunt, wanted to highlight that companies with women in top positions perform better financially. Simple, but essential questions to help prevent the need for crisis communications.

How to Deliver a Genuine Corporate Apology [UML]

Sword and the Script

See these related posts: Crisis Comms: No one More Reliable than an Employee. Corp Comm Frets Leadership in Crisis Comms, says Study. Avoid the Noid: A Mascot that Became a PR Crisis Case Study. There’s no weakness in providing a well-deserved apology in crisis.

Facebook’s video tools, Starbucks baristas’ Frappuccino ire, and Marriott’s UK fine

PR Daily

Infographic: Crucial video trends for communicators to follow. Starbucks employees are seeing red over the rainbow-hued drink, however. Whoever created the tie-dye Frappuccino, from a Starbucks employee, we hate you. How personal stories from employees resonate on social media.

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