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The Crisis Intelligence Blog

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Newborn Abducted from Hospital and Social Media Saves the Day

04 Jun

On Monday, May 26th, just before 7pm, a lady dressed as a nurse walked into Mélissa McMahon’s hospital room in Trois-Rivières, Quebec (a town just outside of Montreal), where she was resting with her one-day old daughter, Victoria. The lady dressed as a nurse took baby Victoria from her mother, walked out of the room, into her [...]

Hashtag Brandjack Campaigns – Lessons From #AskChevron

30 May

Hashtag campaigns are risky business, which is why I recently wrote a post on how to launch a successful hashtag campaign. But what if a hashtag campaign targeting your organization is launched by someone else? And worse, what if it gets picked up and begins to go viral with negativity about your organization? Chevron was recently [...]

When You Screw Up, Own It and Grow From It

21 May

Hooters, the restaurant chain that is well known for their busty women-only staff, claims to have had their Facebook page hacked recently when a disgraceful joke about rape was posted to their timeline. Now it’s quite possible that the account was hacked and I have no insider knowledge on whether or not it actually was. [...]

WTF US Airways??!!!

15 Apr

If you haven’t already come across it, US Airways tweeted an image as an insult to an unhappy customer yesterday that has left our (and everybody else’s) jaws on the ground! All I can say is WTF US Airways!! Who have you hired to be your frontline and what were you thinking? Although some may [...]

A Crisis Management Success Story: AppFirst

20 Mar

AppFirst provides IT professionals with the most complete and transparent data about how their applications and infrastructure are performing. One Friday morning, CEO & Co-founder of AppFirst, David Roth, was woken at 2am to a crisis that threatened the organization’s reputation and, ultimately, their profitability. How David chose to manage this crisis is what saved the company [...]

What You Don’t Know About Malaysia Airlines and How They’ve Handled the Crisis of Flight MH370

18 Mar

By Judith Delaney, Attorney and member of Agnes + Day’s Crisis Intelligence Team As part of my contribution to the Agnes + Day team I have the opportunity to share with you developments around the world relating to protecting the privacy of all people when they either voluntarily or out of necessity, like purchasing an [...]

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

13 Mar

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. It’s an unthinkable situation, though one that every airline needs to be prepared to properly manage at any given time. So how is [...]

Apple Fixes its Security Breach But Does Not Mention It

27 Feb

I recently read a book – a really great book – titled “The Presentation Secrets of Steve Jobs”. Within the book, Carmine Gallo, the author, kept saying things like (and I’m paraphrasing) “unless you’re Jobs and cofounded Apple, you can’t get away with xyz”. These comments are what filled my mind as I updated my [...]

Apple’s Huge Security Breach and Lack of Proper Crisis Communications

25 Feb

Apple is in the process of fixing what The Globe and Mail has called a “gaping hole” within their security software, “which gave spies and hackers the ability to grab e-mail, financial information and other sensitive data.” What a nightmare. We know (or at least we should know) that we’re always at risk of security breaches [...]

Pizza Hut is the Most Recent in “Fast Food Disgusts”, But Is It a Crisis?

21 Feb

From Domino’s Pizza to Taco Bell to KFC – and the list goes on and on – it seems that the fast food industry is always finding themselves in hot water. Unfortunately, each episode tends to be about something disgusting that has been done with the food. Today we have a new one to add [...]