Salesforce Is Doing Social Crisis Management Right


On May 5, Cision’s Heidi Sullivan, spoke at the Conference Board of Canada’s Crisis Communications Forum in Toronto, Ontario about managing crises on social media. According to Sullivan, the first thing a brand needs to do during a crisis is acknowledge that something is happening.

Salesforce #NA14 Crisis: Why Social Listening Matters


The #NA14 Crisis. Given the recent Salesforce NA14 crisis, we’ve mapped out actionable steps for a potential crisis. Listening Won’t Stop A Crisis. Social listening won’t stop a crisis from happening. In this example, Salesforce chose to respond to the crisis. “As

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Crisis & Reputation Management on Boards’ Radar

The Proactive Report

KPMG’s 2017 On the Board’s Agend a report also has crisis and reputation management listed as a priority and notes that crisis prevention and readiness have taken on an increased importance and urgency for boards and management teams. Crisis Readiness Tips.

Using Social Media During a Crisis

Ron Torossian

However, increasingly, brands also use social media as part of their crisis communications … READ MORE ». The post Using Social Media During a Crisis appeared first on 5WPR CEO Ronn Torossian Founder's Blog. Ronn Torossian 5WPR CEO BRANDING Crisis PR Crisis PR Agency Public Relations Social MediaSocial media has forever changed how people stay in touch with each other and get updates on each other’s lives.

6 Social Media “Musts” for Crisis Communication


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. Want to handle a crisis smoothly?

Why HR Should Have a Seat at the Crisis Management Table

Melissa Agnes

A couple weeks back, I published an article that discussed best practices for communicating with your key stakeholders in a crisis. In fact, it’s one of the most frequent mistakes that I see made, in my work as a crisis management consultant.

Emory’s Excellent Crisis Communication on Facebook

Melissa Agnes

As you probably know, I’ve been having an interesting debate with a fellow crisis professional on whether or not to shut social media down in a crisis. Listen: TCIP #012 – The Leader’s Role in Crisis Management with Jane Jordan-Meier. Case Studies Crisis Communications

Crisis Preparedness Strategy for Data Breach Hack Crisis

Melissa Agnes

Unless you’re living under a rock, you’re vulnerable to this risk and, therefore, need to take preventative measures and develop a specific crisis management plan to make sure you, your team and your systems are prepared. Crisis Preparedness Current Affairs

The Value of a Crisis Simulation

Melissa Agnes

While your team gets to the route of the problem, the clock continues to tick and the news of the crisis continues to spread. Put the crisis to bed as quickly as possible, while suffering the least amount of negative repercussions to the organization’s reputation and bottom line.

Will Your Crisis Plan be Ready When it Matters?

Ron Torossian

Do you have a crisis PR plan in place? The post Will Your Crisis Plan be Ready When it Matters? Crisis PR Ronn TorossianIs your plan ready to get ahead of the bad news, grab the headlines and regain control of the message?

American Airlines Soars Through A Potential Crisis

ImPRessions - Crenshaw Communications

The post American Airlines Soars Through A Potential Crisis appeared first on Crenshaw Communications. Crenshaw Communications imPRessions public relations reputation American Airlines crisis management PR United Airlines

Infographic: What to Do During the First 48 Minutes of a Crisis


Start by arming yourself with a crisis communication plan. Not every crisis will go according to plan though. When a crisis hits, time is of the essence, and you should always be prepared to defend yourself. Best Practices Featured crisis communication

What is Crisis Communications?

Shift Communications

Crisis communications in the public relations world can have many different interpretations depending on who you ask, but here’s the fundamental definition: you’re trying to mitigate damage to your company’s reputation by third party sources.

Does Your Crisis Scenario Plan Need Some Love?


Yet, this is our world today and our “new normal” as communicators and crisis management teams. And, that they are fully briefed on their role within your crisis plan. Crisis Comms Webinar Today: Want to learn more about crisis communications planning?

What To Look For When Engaging a Crisis Management Professional

Melissa Agnes

When you hire a crisis management professional or firm, whether prior to or during a crisis, expectations of both parties need to be clear. Surprises are not something you want to experience while managing a crisis, the crisis will present you with enough of those on its own!

3 Factors to Measure During a Crisis


When a crisis hits, it’s easy to assume you’re taking on water. So how can you gauge the true impact of a crisis on your brand? Media intelligence can help you understand the discussion surrounding the crisis so you can determine how best to act – or whether you need to act at all.

Transforming the Word “CRISIS” from Negative to Positive

Melissa Agnes

I found this play on the word “crisis” particularly interesting because, indeed, if this is how an organization – any organization – chooses to see and conduct their crisis management, “crisis” would indeed be a bad word.

WhatsApp As An Ebola Crisis Communication Strategy

Melissa Agnes

I’m always on the look out for new ways to leverage social media and mobile technology for crisis management. Listen: TCIP #020 – Managing The Ebola Crisis With Bill Boyd. How to determine what social channels to use for crisis communication.

Your Guide for Data Breach Crisis Communication

Melissa Agnes

How to minimize the risk of a data breach crisis. How to plan for and respond to a data breach crisis. HOWEVER, do not underestimate the power and importance of communicating, following through and showing remorse and compassion while managing this type of crisis.

The Magic Formula for Managing Stress in a Crisis

Melissa Agnes

The question was: “Is there a secret formula for ensuring our crisis team remains calm in a fast-paced, high profile crisis?” Not to mention that, as a study recently confirmed, stress is contagious , which makes it even more important to effectively manage in a crisis.

The Role of The Social CEO in Your Crisis Communications

Melissa Agnes

As my mind continually wraps around risk and crisis communications (I can’t help it, it just works that way), this study leaves me with a question of concern: If trust in executives is at an all-time low, how can this work against your organization in a crisis?

How To Convince Management To Invest In A Crisis Plan

Melissa Agnes

I get asked this question often: “How can I convince management that it’s in our best interest to invest in a crisis plan?” The two best ways to sell upper management on a crisis plan. What is a crisis plan, how does it work and why is it the answer?

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When Is It OK to Implement an Offensive Crisis Management Strategy?

Melissa Agnes

What is the goal of crisis management? The goal of crisis management is to salvage your organization’s reputation and bottom line when presented with a bad or threatening situation – or so says the majority of people.

A Crisis Avoidance Strategy

Melissa Agnes

By Garth Rowan, Communications Consultant and member of the Agnes + Day Crisis Intelligence Team. The powerful words of Margaret Mead bear noting and are especially important for organizations focused on crisis avoidance. Crisis avoidance vs. crisis management.

Introducing The Crisis Intelligence Podcast

Melissa Agnes

Crisis and issues management is an increasingly important topic for organizations today and there are so many interesting people and organizations out there doing it right. Agnes + Day is excited to introduce The Crisis Intelligence Podcast!

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3 Must-Do’s (Right Now) to Make 2015 Crisis-Free

Melissa Agnes

In fact, as we saw with the Sony crisis in December, these risks and threats are only bound to grow – as are today’s crisis management challenges. So why not lead into 2015 on a crisis-intelligent note? 3 absolute must-do’s to help make your 2015 crisis-free.

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Responding to Crisis

Ron Torossian

Crisis management and communication is the most common PR function known to the public. The Real Purpose of Crisis Communications More to the truth, crisis communications help brands prepare for, endure, survive, and thrive when controversy … READ MORE ». The post Responding to Crisis appeared first on 5WPR CEO Ronn Torossian Founder's Blog. Business Crisis PR 5WPR CEO Public Relations

Successful Crisis Management Reaches the Heart Before the Mind

Melissa Agnes

Never underestimate the power of emotion in crisis management. Emotion is often underestimated in crisis management. And yet, it’s one of the most powerful aspects of a crisis. A recent example of this was the Ebola crisis of 2014.

The Role of Social Media in Crisis Management

The Proactive Report

I recently had the pleasure of interviewing Yang Cheng, Assistant Professor of Public Relations, Department of Communication at North Carolina State University, on her research paper about the role of social media in crisis management. Think United Airlines recent crisis.

Preparing for a Hard Landing: Today’s Crisis PR 101


Whenever a corporate crisis or public gaffe occurs, I often get questions from colleagues, friends and family on what my PR perspective is. But the overarching counsel we provide businesses today when responding to a crisis is as follows: PREPARE. CRISIS IDENTIFICATION PROCESS.

Digital Crisis Communications: When to Shut Up

Waxing UnLyrical

The moon must be in the seventh house, or something, because all of a sudden all I see and hear is about digital crisis communications. Among other storied clients, Andy worked with Tylenol during its 1982 crisis , now a classic case study for communicators of all ages and stages.

Was Dyn, Inc. Crisis-Ready?

Melissa Agnes

Take a look: Related links you may find interesting: Dyn’s official response to the DDoS crisis. Don’t Let Your Business Go Dark: How To Manage A DDoS Crisis. Crisis-Ready? appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

PR Lessons From The Bungled Equifax Crisis

ImPRessions - Crenshaw Communications

Public relations people like to talk about anticipating or “getting in front of” a crisis; in fact, for a taste of a real-life crisis simulation, check out this stress-inducing story by The New York Times ‘ Sapna Maheshwari. Tap a crisis response leader.

Video: All Hands on Deck During a Crisis


Only 40 percent of brands have a go-to plan for when crisis strikes. Michael Fineman, president of Fineman PR makes crisis communication easy by providing clients with a mid-crisis checklist. Want tips on how to guide your brand through a social media crisis?

A Look at Malaysia Airlines’s Crisis Communications During the Crisis of Flight MH370

Melissa Agnes

By now, we’ve all heard of the terrible crisis Malaysia Airlines is facing with flight MH370 appearing to have vanished out of thin air with over 200 passengers and crew members aboard. So how is Malaysia Airlines handling this crisis? 2) Lack of crisis hashtags.

A Crisis Playbook for the Academy Awards


In other words: saving the Oscars is a spur-of-the-moment operation for PwC and the Academy, and the event badly needs a crisis playbook. Academy President Cheryl Boone Isaacs or one of its board members needs to share what they know as quickly as possible if a crisis is unfolding.

Important Crisis Management Strategies for Managing the Zika Virus

Melissa Agnes

We just put the world crisis of Ebola to bed and here we are, already faced with yet another looming epidemic. As the Zika virus continues to spread, what are the major crisis management risks that healthcare organizations and government agencies should be thinking about?

Crisis Avoidance Strategy: Neighbour of Choice

Melissa Agnes

By Garth Rowan, Communications Consultant and member of the Agnes + Day Crisis Intelligence Team. When you can’t change who you are or what you do; when your business is the type that no one wants; what are your options to build up credit in the trust bank should a crisis strike?

Making The Case for Excluding Jargon From Crisis Communication

Melissa Agnes

Recently, Eric Chandler and I wrote a blog post called “Social Media Crisis” and Other Buzzwords that Need to Go. Cut jargon out of your crisis communication vocabulary. In a crisis, it is vitally important that your messages be communicated in a clear, concise and relatable manner.

Crisis Communications & Social Media When “It” Hits the Fan


To be an expert in crisis communications you have to move your organization at the speed of Twitter when “it” hits the fan. How long does it take your organization to send out your first official public statement or news release when a crisis happens? With greater frequency, they are also broadcasting your crisis live on Facebook or Periscope. Hence, any decision they make regarding the crisis and the communications around it, is a flawed decision.