Prohibition

JANUARY 17, 2022

Social media is an increasingly important element in a successful crisis management approach. With the recent increase in the use of social media in crisis situations, organisations across all sectors need to understand the benefits of incorporating it into their crisis plan. What is Crisis Management?

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Cision

AUGUST 30, 2016

Yet, this is our world today and our “new normal” as communicators and crisis management teams. So how do we prepare our clients and our organizations for the daunting task of handling the unknown and unexpected? How are you going to jump on this? You need a plan for how to manage the good as well as the bad.

Crisis 220

Crisis Crisis Communications Crisis Management Exercises 220

Melissa Agnes

SEPTEMBER 16, 2014

Editor’s Note: This is a great blog post that gives you an overview of what you can do, right now, to prevent a crisis. A social media manager loses their temper in a customer service post on Facebook. But, are they a crisis? How to avoid a public relations crisis. Not necessarily.

Social Media 239

Social Media Crisis Training Media 239

Melissa Agnes

FEBRUARY 16, 2016

Crisis communication is one of the most important aspects of your crisis management. In fact, whom you communicate with in a crisis, along with when and how you communicate with them, can mean the difference between successful crisis management and crisis management failure. Let me explain.

Crisis Communications 193

Crisis Communications Crisis Communications Crisis Management 193

Prohibition

DECEMBER 9, 2021

Brands and businesses know how important it is to protect their reputation. In the midst of a crisis, reputations that have been so hard to build can be easily destroyed and the effects can be hard to undo. It doesn’t take much to provoke a crisis, sometimes just a simple mistake on social media can be enough.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Melissa Agnes

NOVEMBER 10, 2014

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! Customer service. Don’t think this applies to you?

Crisis 100

Crisis How To Crisis Management Exercises 100

Newsfile

OCTOBER 24, 2023

89% of PR professionals believe the most important role they play is to protect their company’s reputation ( USC Annenberg Center for PR ) Finding out how to avoid PR communication mistakes can help you further your company’s positive reputation. In addition, 86% of users think twice about buying from a company with negative reviews.

Communications 52

Communications How To Corporate Training 52

Cision

JUNE 3, 2015

Is prevention of a crisis possible? The ability for a company to not only manage and survive a crisis, but to thrive skillfully, all depends on its focus and planning prior to the onset of that crisis. Integrate your crisis plan. Don’t crumble under crisis. But all is not lost. An army of supporters.

Crisis 120

Crisis Construction Viral Reputation 120

Prohibition

JANUARY 24, 2022

Having a crisis communication plan in place ahead of time reduces confusion, ensures an effective communication flow, and improves messaging timeliness during or after a crisis. Key contacts, templates, and comprehensive protocols on how and when to exchange information, as well as with whom, should all be included in the strategy.

Crisis Communications 62

Crisis Communications Crisis Agency Communications 62

Melissa Agnes

JANUARY 5, 2015

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. But let’s not be fooled.

Crisis 133

Crisis Crisis Management Exercises Customer Service 133

Melissa Agnes

JANUARY 5, 2015

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. But let’s not be fooled.

Crisis 100

Crisis Exercises Customer Service Training 100

Prohibition

JANUARY 7, 2022

Crisis management is something every company needs to implement as part of its business processes. Without a documented plan, how would you handle a crisis? If you think you could never be the victim of a crisis, think again. If you think you could never be the victim of a crisis, think again. What is a crisis?

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

Polaris

JUNE 24, 2016

How to Tell Your Customers about a Data Breach. #1 These are words to live by when it comes to issues management and crisis communications. While your IT team is busy containing the security problem, communicate quickly, directly and honestly with affected customers and other stakeholders.

Communications 119

Communications How To Crisis Survey 119

Melissa Agnes

JANUARY 18, 2017

One important aspect of your organization’s successful crisis management, is being able to reach out to, and communicate with, all impacted and relevant stakeholders, in a timely and efficient fashion. Next steps for your crisis preparedness program. Who’s responsible for these communications?

Crisis Communications 100

Crisis Communications Crisis Communications Crisis Management 100

Shift Communications

NOVEMBER 16, 2017

Legitimate critics will complain about their experience in a way that reveals a discernible issue such as long wait times, poor customer service, etc. ”) or criticism about things that are irrelevant to the experience your brand delivers like a coffee shop customer being unhappy about the size of your logo on the cup.

How To 84

How To Crisis Communications Crisis Customer Service 84

Melissa Agnes

OCTOBER 22, 2014

Some of the most important and rewarding work I do is in helping the public service sector, be it police agencies, fire departments, cities and municipalities, hospitals, emergency management departments and others, better plan and prepare for a crisis or emergency situation. How to position your agency as a social media influencer.

Conference 228

Conference Social Media Crisis Crisis Management 228

Onclusive

NOVEMBER 8, 2023

At the same time, PR pros are constantly thinking about how to maximize the reach and impact of their earned media. Owned Media & Content Strategy Owned media consists of publishing content on brand-owned channels such as a customer-facing blog, email campaign, or social media outreach.

Training 195

Training Media Training Reputation Crisis Communications 195

PR News

MARCH 13, 2017

So annoyed was I by the poor customer service and the constant retargeting of ads from this particular furniture store that I resorted to cleaning… Continued. The post How to Lose a Customer and Tarnish Your Brand in One Easy (Mis)Step appeared first on PR News Blog.

Customer Service 84

Customer Service Brand Branding Retail 84

Critical Mention

JANUARY 30, 2019

To help you narrow your search, here are some features, benefits and services to look out for as you make your evaluation: Real-time results. When you are monitoring important media coverage—whether it’s a PR crisis or an especially impactful brand story—getting results quickly is absolutely critical. 24/7/365 customer service.

How To 60

How To Media Analytics Television 60

Melissa Agnes

SEPTEMBER 12, 2014

From The Crisis Intelligence Blog. The Value of a Crisis Simulation. This week’s episode of The Crisis Intelligence Podcast. TCIP #014 – Toronto Police Service, Their Customer Service and Crisis Preparedness with Chris Boddy. Help Prevent A Crisis With A Social Media Risk Analysis.

Crisis Management 191

Crisis Management Crisis Healthcare Customer Service 191

Onclusive

AUGUST 9, 2021

At the same time, PR pros are constantly thinking about how to maximize the reach and impact of their earned media. Owned media consists of publishing content on brand-owned channels such as a customer-facing blog, email campaign, or social media outreach. Crisis Communications. Owned Media & Content Strategy.

Training 370

Training Media Training Reputation Crisis Communications 370

Onclusive

AUGUST 22, 2017

Crisis Communications. If this year’s PR boo-boos didn’t show us the importance of having crisis communications strategies in place, we’re not sure what will. Reputation management and crisis communications are not an airbag that goes off when something bad happens; they are a seatbelt your brand should always wear. .

Media Training 397

Media Training Crisis Communications Conference Training 397

5W PR

MAY 28, 2020

The impact on consumer mobility and supply chains, as well as the dramatic shift in media consumption habits, have made marketers everywhere concerned about how to proceed with the newfound situation. Top businesses are going to rise to the occasion and meet their customers where they are right now – in their homes.

Consumer 88

Consumer Exercises Crisis Customer Service 88

Solo PR Pro

OCTOBER 16, 2018

Gayle Lynn Falkenthal, APR of the Falcon Valley Group , recommends: “Check all current plans and update for 2019, including your strategic communications plan, crisis communications plan, and anything else relevant. Depending on their sector, some clients might balk at creating a crisis plan. Cris es – Be Prepared.

Crisis Communications 127

Crisis Communications Trade Shows Crisis Customer Service 127

Waxing UnLyrical

SEPTEMBER 16, 2015

Social media and crisis communications has become one of the fastest growing areas of both practice and research for today’s communication landscape. Additionally, “over half of respondents (52%) feel that the benefits of using social media as a crisis communications tool outweigh the risks” (page 4). Guest Post by Karen Freberg.

Crisis Communications 40

Crisis Communications Social Media Crisis Communications 40

Marketwired

JANUARY 26, 2016

I reached out on Twitter and I received a prompt response, but they pointed me to a form on their website to create a customer service ticket. When the response came, it was instructions on how to save an image—not helpful. Poor handling of my crisis became a powerfully negative trust signal. I couldn’t trust them.

Brand 100

Brand Branding Customer Service Reputation 100

Melissa Agnes

OCTOBER 22, 2014

Some of the most important and rewarding work I do is in helping the public service sector, be it police agencies, fire departments, cities and municipalities, hospitals, emergency management departments and others, better plan and prepare for a crisis or emergency situation. How to position your agency as a social media influencer.

Conference 100

Conference Social Media Media Crisis 100

Rock the Status Quo

MARCH 30, 2015

” “People will be able to have personal conversations with companies – specifically, customer service representatives – and be able to make requests, ask questions and get quick responses in an ongoing thread.” It could be used for customer service, sure, but how about journalism?

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

PRSay

MARCH 26, 2021

I had a career identity crisis before I even started! Public relations and communications is one piece of DE&I that should be working alongside research and development teams, human resource teams and customer service teams to improve experiences and messages. The webinar is free for PRSA members.

Publicity 171

Publicity Nonprofit Customer Service Writing 171

Onclusive

JUNE 29, 2018

This month, AirPR hosted the webinar “How to Protect Your Brand in a PR Crisis.” From Facebook to Starbucks, no brand is safe from a communications crisis. How and when your brand responds to the press is crucial to saving your brand’s reputation. How crisis communications has changed. Assign roles.

Crisis 186

Crisis How To Brand Branding 186

Cision

AUGUST 9, 2016

In this interview, Brandon shares why brands shouldn’t focus too much on competitors, how to streamline your pitches to journalists and how social media can help your brand in a crisis. What role does social media play in reputation and crisis management today? I like to put my reporter hat back on for a client crisis.

Crisis 0

Crisis Reputation Study Social Media 0

5W PR

APRIL 9, 2024

Crisis management blueprint The foundation of public relations crisis preparedness is a detailed crisis management blueprint. This document serves as a guide, outlining the course of action during a crisis. Crisis management team Put together a dedicated squad responsible for PR crisis management.

Crisis Management 78

Crisis Management B2B Crisis Company 78

Onclusive

AUGUST 30, 2023

Whether it’s social media, advertising campaigns, or customer service interactions, the brand’s voice, tone, and messaging should remain cohesive. Conversely, positive interactions with customers can further enhance your brand’s image. The post How to Build Brand Value appeared first on Onclusive.

Brand 195

Brand Branding How To Reputation 195

Bianchi Biz Blog

FEBRUARY 2, 2023

Also, for companies that receive a high volume of customer service requests, ChatGPT can be used to generate customer-facing responses and support.

Automotive 80

Automotive Training Customer Service Data 80

Doctor Spin

APRIL 5, 2023

By sharing stories, insights, and industry news with their customers through press releases , social media posts, and other PR tactics, small businesses can foster trust and loyalty among their customers. Improved crisis management —A solid PR strategy can help small businesses manage crises more effectively. corporate cringe ).

Small Business 52

Small Business Strategy eBook Reputation 52

Rock the Status Quo

JULY 14, 2015

Reviews matter, yet so many companies let them grow by default and inattention, rather than a focused effort – rarely monitoring what is being said unless a crisis flares up, grabbing everyone’s attention like firecrackers lit inside a public library. Customer service or sales? Are you giving them enough attention?

Retail 100

Retail Customer Service Google Reputation 100

Sword and the Script

FEBRUARY 17, 2015

Yet useful content, acknowledging the needs of existing customers, is another savvy way to turn fans into fanatics. Businesses should want loyalty for two reasons, first for the obvious implication for retention, but also from a PR perspective, for crisis communications planning. Good Customer Service is Good Marketing.

B2B 60

B2B Leadership Customer Service Content Marketing 60