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. Everyone recalls the PR fiasco United Airlines experienced in April when footage of a dazed and bloodied passenger being dragged from his seat went viral.

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.

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

PRSay

Viral videos. 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.

TCIP #016 – Malaysia Airlines Crisis Management with Jonathan Hemus

Melissa Agnes

Welcome to episode #016 of The Crisis Intelligence Podcast, with Melissa Agnes and Jonathan Hemus. Faced with this utmost and devastating challenge, how did the airline fare in their crisis management and what lessons can you take away to strengthen your own organization’s crisis plan? These are the questions Jonathan Hemus and I discuss and answer in this episode of The Crisis Intelligence Podcast. How to plan for a global, viral crisis.

The Correlation Between Corporate Culture and Successful Crisis Management

Melissa Agnes

Your corporate culture directly impacts your organization’s crisis management. Successful crisis management has a lot to do with an organization’s corporate culture and the mindset it instils in its team members. For example, an organization that has a corporate culture of “no comment” – and thus a mindset of no comment – will inevitably resist communication for as long as possible in a crisis. The same goes for issues management.

Free Webinar: Crisis Management in the 21st Century – Are You Ready?

Melissa Agnes

Join Melissa Agnes, international crisis speaker and president of Agnes + Day , for a free webinar discussing how to survive a crisis in this 21st century, on Thursday, August 7th at 12:00 Noon, EST! Crises unfold in real-time today and no matter where your next crisis originates, one thing is for sure: it absolutely, positively will unfold online. The expectations of your audiences: Your audiences’ expectations of your organization in a crisis are ever-evolving.

How To Detect The Risk Of Negative Virality

Melissa Agnes

A common fear when it comes to issue and crisis management is the uncertainty around virality. Nobody wants the unwelcome surprise of having an otherwise seemingly insignificant issue go viral * against their organization. That there is a Crisis Ready TM Formula that can help your team quickly detect the heightened probability of negative virality in real-time. This formula exists and is now a free Crisis Ready TM Resource available to you, here!

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How to Turn Your Brand Crisis into PR Success with Ease

Cision

One negative comment can attract thousands of tweets and reactions, turning that single comment into a full-blown PR crisis. When a PR crisis hits, confusion, anxiety, and chaos can shake up your organization. In fact, you can turn a brand crisis into a PR success if you act fast swiftly. Read on for three tips to turn a social media crisis into a PR win. The first step is to identify exactly where and how the crisis started.

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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. For example, fail to judge or appreciate the negative emotion stirred by an incident or an issue, and you can very quickly find yourself dealing with a viral crisis that continues to spiral beyond control. A recent example of this was the Ebola crisis of 2014.

How to respond when you go viral for all the wrong reasons

PR Daily

This is the story of how we handled a crisis that tested every aspect of our planning and training—and one of the handful of things I’ve worked on in my career that has its own Wikipedia page. We had caused the wrong kind of viral sensation. Shortly after hearing “That’s us,” our crisis team kicked into gear. In the hours and days that followed, I learned a bunch of lessons: Keep the crisis team small.

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American Airlines Soars Through A Potential Crisis

ImPRessions - Crenshaw Communications

But most of the images, which quickly went viral, showed a deeply distressed mother of twin toddlers, sobbing openly, as the flight attendant shouts down another passenger who comes to her aid. 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

4 Powerful Examples of Earned Media in 2020

Critical Mention

The roller skate industry saw a similar spike because of videos going viral of skaters on Twitter and other top social media sites. Media Monitoring Content Marketing Corporate Communications Crisis Management Earned Media Facebook Influencer Marketing Instagram LinkedIn Online Online News Monitoring Television Twitter YouTube

Lake Forest Chamber of Commerce Livecast talking Crisis PR

The Stalwart Blog

What do you do when you’re embroiled in a crisis that maybe wasn’t of your making? He is a crisis PR expert, a friend of mine for many years. The bottom line is that crisis PR, which is now my specialty, has been something I’ve done since the beginning because in Navy operations something always happens that draws the media attention. When you get involved in these things, how far are people into the crisis by the time you show up?

The meaning of Cecil

Mark My Words

While we don’t know if he has recruited any other crisis managers you can be sure that the cost to his reputation will be greater than the $50,000 he paid for a shot at Cecil. Mark My Words cecil crisis management hunting viral palmerCecil was not a lucky lion.

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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 5 Phases of Becoming Crisis Ready

Melissa Agnes

Becoming crisis ready is a process. Fortunately, there’s a method to this process that can take any organization, of any size, type, and industry, from their current level of crisis readiness, straight through to building an invincible brand—which, as you know, is the ultimate benefit of being crisis ready. Order Crisis Ready for you and your team at the link above. The Crisis Ready Model. Do you conduct regular crisis management exercises?

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Who should be on your crisis response team?

PR Daily

This is a crucial question for every company to consider, yet as crisis communication expert Gerard Braud recently shared with Ragan, far too many wait until the firestorm hits before determining who should do what. There are too many corporate leaders who think they’ll just figure it out whenever the crisis happens,” Braud says. Braud says smaller companies should keep crisis teams lean—think four or five people. That’s who’s on your main crisis team.

A Look at Today’s Crisis Realities and How To Manage Them

Melissa Agnes

Today’s crisis realities present some of the biggest challenges and obstacles to be faced in a crisis or emergency. In fact, if you aren’t prepared, today’s crisis realities will work against you , rather than for you, in a crisis – making your task of effective crisis management extremely difficult. So what are today’s crisis realities and what do they mean to your organization? Everything has viral potential.

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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.

A Look at Today’s Crisis Realities and How To Manage Them

Melissa Agnes

Today’s crisis realities present some of the biggest challenges and obstacles to be faced in a crisis or emergency. In fact, if you aren’t prepared, today’s crisis realities will work against you , rather than for you, in a crisis – making your task of effective crisis management extremely difficult. So what are today’s crisis realities and what do they mean to your organization? Everything has viral potential.

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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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Weekly Roundup of Awesome Links: Week of August 25, 2014

Melissa Agnes

From The Crisis Intelligence Blog. Emory’s Excellent Crisis Communication on Facebook. Melissa Agnes to Conduct Crisis Management Workshop at the GCC Government Social Media Summit in Dubai. This week’s episode of The Crisis Intelligence Podcast. TCIP #012 – The Leader’s Role in Crisis Management with Jane Jordan-Meier. Jane Jordan-Meier opens this discussion with a strong statement: “A leader emerges in a crisis.”

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How To Get Ahead Of A Crisis When You’re Already Behind – Invincible Brand Podcast

Melissa Agnes

The YouTube Shooting Crisis: How Mountain View Police Department quickly regained control of the narrative that was going viral against their agency. This episode explores: How a Crisis Ready organizational mindset prepared MVPD for this moment before it happened.

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How Crisis Ready Will Help You Build An Invincible Brand

Melissa Agnes

As you may have heard, Crisis Ready: Building an Invincible Brand in an Uncertain World , is my new book – and I’m so excited that it’s finally available for you to preorder on Amazon ! When I set out to write Crisis Ready , the last thing I wanted was to write yet another (boring) book on crisis management. Instead, Crisis Ready needed to be a book that people enjoyed reading. Why Crisis Ready matters to you (or why it should).

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

Reputation Us

Whenever a corporate crisis or public gaffe occurs, I often get questions from colleagues, friends and family on what my PR perspective is. The speed and “viralness” of this week’s news puts the importance of prompt communication at the forefront. Regardless, this unique controversy has made me hit the pause button to remind businesses of all sizes of how to prepare and respond to a crisis in today’s viral media world.

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.

6 Best Practices for Identifying and Reacting to a PR Crisis

Cision

Crisis communication is an important aspect of most PR roles. In the Journal of Marketing Management, a group of British researchers write that crisis communication has “implications for brand equity and consumers’ purchase intentions.” ” This is both true and very difficult to quantify, which is why research on crisis communication is difficult to come by. So we may be in “crisis” far more often than we are in crisis.

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5 Steps to Becoming a Crisis Communication Pro

Melissa Agnes

Can any organization be a crisis communication pro? Being crisis-ready, crisis-intelligent, isn’t a mysterious quality that only a few people or organizations possess. So what would it take for your organization, your team, to be considered a crisis communication pro? To be considered a crisis comms pro, you need to prove that you are a crisis comms pro! You wanna know what real crisis communication pros do? Crisis Preparedness

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 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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War of Ideas: How to Fight and Win on the Social Media Front (Part 1)

Melissa Agnes

Social media’s impact on crisis doesn’t just exist for organizational crises or emergencies such as natural disasters. To challenge delegates to embark upon the day before them with the goal of seeking opportunities to leverage the advantages that this digital landscape provides, rather than simply looking for ways to react or respond in a crisis. What makes something go viral? Crisis Management

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Crisis Ready Q&A: How Does Crisis Readiness Translate From Government To Big Business To Solopreneurs?

Melissa Agnes

Each month, I answer your crisis ready questions. Here’s a sampling of what these questions were: “Is crisis management different from industry to industry?” ” “What is the best way to manage controversial issues that spark heated emotion within a subset group of stakeholders?” ” “Who should be a part of the issue management team, when an incident doesn’t need to escalate straight through to leadership?”

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.). As part of the crisis response, the bank took out ads noting allegations that customers had received products and services they didn’t want.

TrendKite’s Comprehensive Guide to Crisis Communications

TrendKite

" 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. There are many reasons it's time to pull out and dust off your crisis strategy for this year and beyond. Is non-crisis coverage rising?

TrendKite’s Comprehensive Guide to Crisis Communications

TrendKite

" 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. There are many reasons it's time to pull out and dust off your crisis strategy for this year and beyond. Is non-crisis coverage rising?

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? As emotion cannot be trumped with logic, when a crisis gets to a point of spreading irrational fear, it becomes extremely difficult to manage. The three elements of a viral crisis.

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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5 tips to get you through a crisis using social media

Presspage

When a crisis hits, it is important for an organization to have a protocol in place. The protocol should not only focus on how to handle and cope with a crisis, but should also contain a clear communication flow. Among the many communication tools that can be used during a crisis, social media is one of the most important ones because it offers the opportunity for an immediate, concise, and far-reaching response. Newsroom,SaaS,PressPage,Blog,crisis

Building Brand Invincibility Requires Conscious Compassion

Melissa Agnes

The post Building Brand Invincibility Requires Conscious Compassion appeared first on Melissa Agnes - Crisis Management Keynote Speaker. A culture of compassion requires consciousness. How compassionately conscious is your brand?

What’s the crisis response if you’re off the grid?

PR Daily

Your organization’s senior managers are texting, calling and emailing you to get back to them quickly. Congratulations: Your crisis has started without you. The simple solution is to create a crisis management ecosystem throughout your organization long before you get your boarding pass. In the past, even the best-run organizations had crisis plans that centered on the notion that any crisis would involve a news crew arriving on the scene and then looking for sources.