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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?

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. I will be talking about mobile, data and wearable technology as the drivers and ethics, real time and content as the issues. Mobile, data and wearable technology. How often does the Financial Times write stories about itself?

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Impact of Technology on PR

Critical Mention

The impact of technology on public relations is accelerating. As such, PR pros must determine how they can best leverage technology to stay current. In the end, technology is at the heart of most organizations. Embrace the Technological Future.

How tech companies can—and should—improve D&I efforts

PR Daily

One glaring example is the technology sector. Make no mistake, just like other businesses, Big Tech has stepped up with financial pledges to antiracist causes and statements of commitment to racial justice. But six years after their first diversity reports, a string of technology players have seen only marginal increases in the number of black employees. Starting with startups is a real key to building a more diverse technology sector and community.

Pornhub donates 50k masks and offers free subscriptions, digital platforms and tech partner to share COVID-19 information, and Tony Awards postponed

PR Daily

It’s a good example of appropriate marketing during the crisis: Focus on your audience and their needs, and marry your marketing message with a CSR effort. To help models who have been financially impacted by COVID-19, Pornhub will offer them 100% of their video sales after processing fee — for a total payout of 85% of video sales earnings on both Pornhub and its clip site Modelhub — for the month of April. If Pornhub can excel at a COVID-19 crisis response, so can you.

Google, Microsoft and Verizon challenge Zoom, retail sales decline to new low, and PlayStation launches ‘Play at Home’ campaign

PR Daily

Hello, communicators: Ahead of its 100 th birtrhday, Land O’Lakes removed the “butter maiden” from its packaging—an image that Eater described as “a non-specific American Indian woman with a feather in her hair, kneeling and presenting the consumer with a container of butter.”.

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


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. Reprimands against the team and the NBA at large poured in from the Chinese Basketball Association, the Chinese consulate in Houston, Chinese Central Television — and most notably, from Tencent Holdings, a Chinese internet and technology giant and the NBA’s largest digital partner outside the United States. On Oct.

MGM data breach affects 10.6M, L Brands chief to resign with Victoria’s Secret sale, and Twitter tests fake-news warnings

PR Daily

It maintained that the exposed information didn’t contain passwords or financial details, such as credit card numbers. The crisis adds to MGM’s struggling reputation management efforts. How reliable are the online polls that communicators rely on to measure audience sentiment?

Instacart, Amazon employees strike over COVID-19, Macy’s furloughs employees, and Google thanks health care workers in video

PR Daily

The video, which has been watched nearly six million times in less than two days, is accompanied by this message: As the world faces an unprecedented health crisis, we thank the entire healthcare community for sacrificing so much to save so many. You can get more information and resources to respond to the crisis at Google’s COVID-19 hub. How your organization interacts with and supports its workforce can have a huge impact on its reputation and branding. Technology updates.

Burger King takes aim at methane emissions, Verizon and Google offer skills training, and ViacomCBS cuts ties with Nick Cannon over anti-Semitic remarks

PR Daily

Also: Why communicators should always give their best, nearly half the world’s population will be on social media networks by 2023, Pfizer aces the Disability Equity Index, and more. Hello, communicators: . Tod Meisner, associate brand manager for Aflac, tweeted an inspiriational reminder for communicators of all stripes: If you aren't living intentionally, you're wasting your gifts. CRISIS LEADERSHIP BOARD.

Amazon, others restrict employee travel, social media’s growing dominance for marketing, and airlines halt flights over coronavirus fears

PR Daily

If your organization is taking similar precautions, communicate the developments with as much information as you can to lower the potential for panic while increasing trust. Only 7% plan on using technology like AR and VR more than they did in the past. Delta is also scrambling after its Chief Financial Officer, Paul Jacobson, stepped down. What’s the career path of a social media communicator?

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. Why you should care: Executive departures can plunge your organization into a reputational crisis, so prepare your holding statements and crisis response strategy well in advance. Related reading: 5 common missteps in crisis communication. 3 steps for protecting your organization from a crisis.

What We Can Learn From World Cup PR Disasters

Critical Mention

These epic World Cup fails show us what NOT to do when it comes to best PR practices and how to use crisis communication strategies to quickly recover. The key to crisis management is to have a plan ahead of time, respond immediately, take responsibility, and ensure everyone in the organization knows his or her role. Being proactive rather than reactive in a crisis enables your team to be prepared for any PR catastrophe that comes your way.

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. Why you should care: How employees talk to each other and the outside world is a crucial piece of your organization’s reputation. Highlight the women who make your organization thrive by entering our Top Women in Communications awards program. WeWork loses communications chief before IPO. Why it matters: Communications professionals are crucial to organizations’ transformations and changes.

How Do I Handle Negative Online Reviews?

Critical Mention

Writing it to appeal to your target audience also improves your reputation in the long run. Passionate about all things communications, Jolie found her dream job as a copywriter with Critical Mention, where she’s continuing her passion for writing and editing.

Phil Mickelson and Tiger Woods Teach the World a Little About PR Strategy

Critical Mention

Reputable industry news sources lend credibility to your campaign or story while also expanding your reach. Passionate about all things communications, Jolie found her dream job as a copywriter with Critical Mention, where she’s continuing her passion for writing and editing.

Target, others to close for Easter Sunday, Home Depot stops selling N95 masks, and AdCouncil’s #AloneTogether PSAs

PR Daily

Good morning, communicators: The Ad Council developed several public service announcements in partnership with the Centers for Disease Control and Prevention, U.S. CRISIS LEADERSHIP BOARD. CRISIS DAILY NEWSLETTER. Health care communications. Internal communications.

The Cost of a PR Disaster

Shift Communications

Innovations in technology and the rise of social media make it possible for bad press and controversy to spread virally. 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. United isn’t the only company to feel the financial impact of a scandal like this. It Only Takes One PR Disaster.

Boeing axes a top exec, REI takes a pass on Black Friday, and why it’s time to start using AI

PR Daily

The incident serves as a reminder that social media communications don’t take away the effectiveness and necessity of more-traditional channels, including TV, especially during crises. It also highlights the problems many communicators face in situations where they could be criticized no matter what decision they make. Here are today’s top stories: Boeing removes another top exec as crisis continues. The crisis underlines two paramount response lessons.

GM and Honda announce partnership, T-Mobile launches #Project10Million, and McDonald’s offers ‘Travis Scott’ meal

PR Daily

Hello, communicators: Virgin Atlantic is the most recent organization to announce layoffs and will cut 1,150 jobs. Why it’s important: The partnership will enable GM and Honda to more effectively create sustainable offerings and explore future technologies. CRISIS LEADERSHIP NETWORK.

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

PR Daily

Though UPS did not create the social media profiles, the organization has reaped the benefits of boosted brand reputation. Leading with a purpose that makes sense to your brand image can not only give it a reputational boost, but also increase engagement—along with sales.

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.

The Faraday Future way: failing to plan is planning to fail

PR in High Definition

Anyone working in the tech space (or who has a healthy interest in consumer technology) will know that this year’s Consumer Electronics Show (CES) has come and gone. The space shuttle failed and broke apart a mere 73 seconds into its flight, taking down with it all seven crew members, including a civilian teacher – the tragedy scarred NASA’s reputation for years. People will be critical when mistakes or a crisis occurs, and pretending it didn’t happen will only make it worse.

Disney Parks rebrands Splash Mountain, Macy’s lays off 3,900 corporate employees, and Walmart gets backlash for ‘All Lives Matter’ t-shirts

PR Daily

Hello, communicators: CEC Entertainment—which operates 734 restaurants in 47 states as well as 16 countries, including Chuck E. CBS afiliiate KPIX 5 reported : “The Chapter 11 process will allow us to strengthen our financial structure as we recover from what has undoubtedly been the most challenging event in our company’s history” said CEO David McKillips in a prepared statement. Image courtesy of Aki Technologies. CRISIS LEADERSHIP BOARD.

Our Team

Reputation Us

Before forming ReputationUs, Casey was president of LT Public Relations, directing the strategic communications efforts for corporations, financial institutions and public sector clients. Jennifer Holzapfel-Hanson is a marketing communications writer and editor with more than 20 years of experience working across a variety of industries, with a core background in financial services. Casey Boggs. President. Jennifer Holzapfel-Hanson. Content Manager. Judith M.

Cloudfare dumps 8chan, Walmart won’t bend on guns, and how traditional media leads for decision-makers

PR Daily

The technology company, which provides security websites including the forum 8chan, has ceased to serve the platform, where multiple shooters have bragged about their planned exploits. ” Why it matters: Protecting your reputation should be a top concern for everyone in your boardroom, not just communications pros. FREE DOWNLOAD: Keep your cool in a crisis with these 13 tips ]. How to communicate when morale stinks. Crisis response can be a thankless job.

6 reasons to hold back prank press releases

PR Daily

Though these hoaxes are intended to be harmless, fooling reporters with an untrue press release can be extremely damaging to your reputation and create a host of problems. By providing reporters with completely false news, you jeopardize their careers and tarnish their reputation for reporting solid, credible stories. Your reputation. Don’t forget about your reputation with wire distribution services.

Why it’s Important to Monitor Trending Topics

Critical Mention

Knowing what trends are going on in your industry allows you to keep up with the latest in marketing strategies and technology. Last but certainly not least, crisis communications is another benefit of following trends. By monitoring trending topics in your industry, you can manage your brand’s reputation. Blog Communications Content Marketing Data Analytics Media Monitoring Media tracking Trends

Credit Union Times: CU Crisis Planning Essential

Reputation Us

The Credit Union Times interviewed CU crisis experts, including LT Public Relations ‘s Casey Boggs, for the August 31st cover story (below), “Credit Union Crisis Planning Essential.” ” If your financial institution is in need to safeguard itself and its reputation from potential issues, we’d welcome your outreach: Credit Union Crisis Planning Essential. You developed a crisis communications plan?’

How to manage online brand hate

PR Daily

While I''m certain she wasn''t pondering online reputation management, Taylor Swift had it right when she sang "the haters gonna hate, hate, hate" in her hit single, "Shake it Off." Reputational and economic damage frequently follow. When confronted with negative online content that hinders your business or damages your organization’s reputation, the best advice is to remain calm and make a sound assessment. Every complex online reputation issue is a little bit different.

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Lawyering up on Data Protection and Cybersecurity

The Stalwart Blog

Dave Oates: Hey, thanks for joining us for another edition of the Public Relations Security video cast where we talk to experts in all facets of crisis events and crisis management. And so as long as they’re collecting sensitive data, that could be customer data, customer lists, financial data, healthcare data, information in the Cloud, a lot of them are covered by these new laws. An interview with Lily Li, Principal of Metaverse Law. .

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CSR Trends for PR and Media Relations Professionals


In 2013, a KMPG survey of the top 100 largest businesses in 41 different countries found that 71 percent of these companies report on their CSR performance and more than half include CSR in their annual financial reports. Many studies show that CSR initiatives have a positive impact on financial returns. For example, companies that choose to adopt socially responsible practices tend to have better financial returns. Prepare in advance for crisis.

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Jeep nets Super Bowl ad favor, Victoria’s Secret accused of toxic culture, and Corona Extra clams up amid the coronavirus storm

PR Daily

Instead, consumers will ask why changes took so long and whether the new direction is sincere—or simply a move to evade a hit to your reputation. Cervecería Modelo and Constellation Brands, producers of Corona Extra, are silently weathering the coronavirus crisis.

Overwhelmed PR Pro – How Media Monitoring Can Help

Critical Mention

In a crisis communications situation, they want all the coverage their inbox can handle and some way to sort through it all. Social listening is also vital in crisis management situations. With media monitoring, managing your brand’s reputation becomes that much easier.

Elon Musk’s rift with ‘farting unicorn’ artist highlights copyright issues

PR Daily

FREE GUIDE: 3 things you (probably) didn't know about crisis communications ]. Was actually someone else's drawing of a unicorn on hidden Tesla sketch pad app & we gained no financial benefit," Musk tweeted. "He

System 113

“Social Media Crisis” and Other Buzzwords that Need to Go

Melissa Agnes

Melissa’s #1 despised buzzword: Social media crisis. The fact of the matter is that a crisis is a crisis. The definition of a crisis: A negative situation / event that threatens to have long-term repercussions on the organization’s reputation and/or bottom line. The truth is that no matter where a crisis originates, it will end up online and online includes, but is not limited to, social media.

Announcing PR Daily’s 2019 Digital PR & Social Media Awards finalists

PR Daily

Food for Thought, Stellar with Reputation Ink. Stony Brook News Website, Stony Brook University Office of Communications and Marketing. Inside the Media Minds Podcast, W2 Communications. Social Media customer support, Dell Technologies. CommunityPowered, Vanguard Communications and American Public Power Association. Increasing Organic Engagement for the Transamerica Financial Network, Transamerica. Crisis Communications or Reputation Management.

Announcing Ragan’s 2017 PR Daily Awards finalists

PR Daily

The Ragan Communications staff congratulates all our finalists and wishes you the best of luck in the final round of judging. Sailthru Anchors Retailers in Personalization, SHIFT Communications and Sailthru. Lead Generation for Bsquare's DataV Integrated Marketing Campaign, Magnolia Marketing Communications and Bsquare Corporation. 2017 Retail Reputation Report, 10Fold and Crisis Communications. Womanizer, MSR Communications.