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

5W PR

JUNE 15, 2020

The opportunity to engage, to solve problems, and to influence the narrative about and around the brand in the consumer public. However, when mistakes are made, all of those benefits can act against the brand, amplifying a momentary lapse and creating a monumental PR crisis. Begin by accepting responsibility where appropriate.

Crisis 113

Crisis Digital PR Retail Reputation 113

Prohibition

DECEMBER 9, 2021

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. Nowadays, it can all be done in the public domain. How to prepare and fix a PR crisis.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

ImPRessions - Crenshaw Communications

MAY 15, 2018

A crisis situation presents abundant challenges for public relations and business leaders, not the least of which are the critical first communications. The tone of the language, the medium of the message, and its timing contribute to public perception of a company’s management of the situation. Facebook dodges blame.

Crisis 136

Crisis Privacy Airlines Facebook 136

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. Customers / clients. Regulators.

Crisis Communications 193

Crisis Communications Crisis Communications Crisis Management 193

Prohibition

JANUARY 14, 2022

Are you prepared for a PR crisis? Whether it’s a product recall, staff injury becoming public news or something else entirely, a PR crisis can happen to any business. Businesses of all shapes and sizes can fall victim to a PR crisis at any time. What is a PR Crisis? What is a PR Crisis Plan?

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

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

PRSay

MARCH 26, 2021

The PRSA Diversity & Inclusion Committee spoke with Nathalie Santa Maria, APR, owner and chief communications officer at Sunnyside Communications , to discuss how diversity, equity and inclusion (DE&I) work is impacting women in public relations and potentially opening more doors for honest dialogue.

Publicity 171

Publicity Nonprofit Customer Service Writing 171

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. The basics of good crisis communications are the same for every company. The basics of good crisis communications are the same for every company.

Crisis Communications 62

Crisis Communications Crisis Agency Communications 62

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

Shift Communications

MAY 22, 2017

Legacy publications find themselves more under the gun every day, with declining subscribers and decreasing advertising revenues. A significant portion of everyday work in public relations is dealing with unstructured text, such as: Client emails. Industry publications and articles. @Uber has no cars. Client announcements.

Publicity 166

Publicity Analytics Data Advertising 166

PR in High Definition

AUGUST 27, 2019

And of course, the challenge with crisis situations is that seemingly minor incidents need to be handled correctly. With so many ways to share news and communicate with the public and customers, companies are expected to say something. If it’s an unhappy customer, then should you pass it on to customer services?

Crisis 72

Crisis How To Reputation Newspapers 72

Agility PR Solutions

JUNE 22, 2021

Although the COVID crisis was a catastrophic and even fatal event for many small business owners, others were able to take advantage of these trying times by drawing consumers to their shops with the magic wand of 2020—excellent customer service.

Local 137

Local Consumer Customer Service Small Business 137

Sword and the Script

JANUARY 3, 2023

We interviewed ChatGPT about public relations and while it does well with high-level questions, it becomes repetitive when those questions were more nuanced; the system says it is “unlikely” that it “or any other AI system will fully replace public relations (PR) professionals”. What is public relations?

Interviews 99

Interviews Publicity Technology Social Media 99

Axia PR

AUGUST 4, 2017

A public relations crisis can happen to any company of any size at any time. Others develop slowly, like disgruntled employees whose behavior eventually begins to affect customer service. Use PR to avoid, endure and outlast whatever trouble strikes your company.

Crisis 54

Crisis Company Customer Service Employee 54

Onclusive

NOVEMBER 8, 2023

Our job descriptions tell us what we’ll be responsible for in a given public relations or communications role, but we rarely reference the J.D. Today, landing earned media in publications that resonate with target audiences is only one small part of the earned-media mix. What do the responsibilities of PR really entail, though?

Training 195

Training Media Training Reputation Crisis Communications 195

Reputation Us

JUNE 1, 2023

Blue Ocean: Your firm, ReputationUs, states that “We enhance the reputation that precedes your organization, before a crisis defines your organization.” Casey: Too often companies and leaders wait for a crisis to adversely impact the core of their organization before they finally focus on the reputational ramifications.

Technology 78

Technology Interviews Reputation Crisis 78

Onclusive

AUGUST 9, 2021

Our job descriptions tell us what we’ll be responsible for in a given public relations or communications role, but we rarely reference the J.D. Today, landing earned media in publications that resonate with target audiences is only one small part of the earned-media mix. Crisis Communications. later as our roles evolve. “PR

Training 370

Training Media Training Reputation Crisis Communications 370

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. Crisis Management Resources In the News'

Conference 228

Conference Social Media Crisis Crisis Management 228

Reputation Us

SEPTEMBER 7, 2016

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.” Credit Union Crisis Planning Essential. You developed a crisis communications plan?’ By Peter Strozniak.

Crisis 60

Crisis Crisis Communications Insurance Insurance 60

Onclusive

AUGUST 22, 2017

Our job descriptions tells us what we’ll be responsible for in a given public relations or communications role, but we rarely reference the J.D. Far from just managing a digital Rolodex, landing earned media in publications that resonate with target audiences is only one small part of the earned-media mix. Crisis Communications.

Media Training 397

Media Training Crisis Communications Conference Training 397

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

NewsWhip

JUNE 14, 2023

When I am in crisis monitoring mode, this is always my first and primary tool for gathering information and making recommendations.” – Aubrey Q., Small Business “The predictive elements in NewsWhip are 10/10 – we know when our brand is mentioned, by whom, and how widely it’s likely to be shared on social.

Leadership 78

Leadership Software Customer Service Small Business 78

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

Instagram 62

Instagram Social Media Trends Media 62

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

Social Media 62

Social Media Trends Media Instagram 62

5W PR

MAY 28, 2020

With a new situation at hand, companies everywhere have had to carefully and wisely plan their next marketing moves, in a way that wouldn’t cause a public outcry. With millions of people stuck in isolation, the best way to provide everyone with exemplary customer service is to show concern, care, and empathy.

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

Newsfile

OCTOBER 24, 2023

By Melissa Strle The worldwide public relations market is valued at approximately $107 billion U.S. Furthermore, when customers trust brands, they are 59% more likely to buy the brand’s products. dollars in 2023. In addition, it shows no signs of slowing down with a projected annual growth rate of 5.7% in the coming years.

Communications 52

Communications How To Corporate Training 52

Waxing UnLyrical

JANUARY 24, 2013

Public relations professionals must sift through the millions of status updates, photos, videos, check-ins and other digital breadcrumbs to uncover meaningful, valuable insights and then decipher the best ways to act upon that data. How can PR professionals harness the power of big data to support customer service, PR and marketing efforts?

Big Data 92

Big Data Data Publicity Analytics 92

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

Yes, 2017 feels like a lifetime ago, given our breakneck news cycle, but there were plenty of public relations lessons over the year for big brands and business categories. The media has been aggressively criticized by the president, and public trust in the press hovers at 41%, according to Gallup. The Winners. Mainstream media.

Airlines 180

Airlines Reputation Journalism Crisis 180

Stuart Bruce

JULY 15, 2014

Lots of new research around at the moment that point to a positive future for the public relations business. He might have a point if you simply look at how social media can be used for consumer marketing or customer service.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

Stephen Waddington

DECEMBER 2, 2019

The good news is that practitioners are firmly embracing social and owned media alongside earned as a means of engagement with an audience or public. It’s indicative of the fact that outside of customer service social media engagement has largely become a paid activity. These issues remain consistent with last year’s findings.

Digital PR 78

Digital PR Report Communications Crisis Management 78

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

Ronn Torossian

AUGUST 4, 2018

Being successful on channels like Twitter today isn’t just about delivering exceptional customer service and useful content. While social media is one of the powerful PR tools in the digital world, it’s also one of the most difficult avenues for modern brands to understand.

Twitter 199

Twitter Customer Service Social Media Tools 199

The Hoyt Organization

FEBRUARY 19, 2024

Negative reviews can be an opportunity to showcase excellent customer service and improve your online reputation , but only if you respond to them correctly. This strategy enables you to rank customer issues based on severity, ensuring that they’re handled quickly and by the right person.

Policies 95

Policies Construction Reputation Privacy 95

Shift Communications

NOVEMBER 16, 2017

One of the biggest perceived problems in the world of public relations is criticism. Legitimate critics will complain about their experience in a way that reveals a discernible issue such as long wait times, poor customer service, etc. The perception that criticism is the enemy of good public relations is incredibly incorrect.

How To 84

How To Crisis Communications Crisis Customer Service 84

David PR Group

MARCH 16, 2020

Upon reaching VRBO on the phone, the customer service representative reminded me that I would normally have forfeited the entire cost of my trip, but the platform was encouraging its property owners to give full refunds for rentals impacted by COVID-19. I looked for similar news from VRBO. And found nothing. –John.

Communications 105

Communications Brand Branding Policies 105