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Two years ago this month, Rich Klein, Jonathan Bernstein and I started a weekly Google Hangout where we would discuss the latest and hottest crisis trends and crises in the news. We named it, The Crisis Show. Due to schedule constraints, Jonathan and I had to stop being regular co-hosts, but Rich carried on with his [...]
For those of you who attended my “Effective Issues Management in this Digital Age” workshop at the CPRS National Summit in Banff last week – and even for those of you who didn’t – here’s a wrap up of the great questions that were asked: Q: How can we enable our team to respond to [...]
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 [...]
Effective issues management is a hot topic these days, which makes sense considering that every week presents us with another organization in need of putting their issues management to practice. When it comes to your organization’s issues management, equipping your frontline with a response flow chart is essential. A good response flow chart will: Provide your [...]
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. [...]
Editor’s Note: Professor Karen Freberg discusses her crisis management reflections of 2013, along with her forecasts for 2014. Within this post, Karen discussed Google Glass and wearable technology, an organization’s online reputation management, along with what brands can expect from 2013 graduates. Q: Give us a brief description of who you are and what you do. [...]
Last week I asked you, my fabulous readers, to reflect upon the biggest lessons that you’ve learned, in regards to crisis management in 2013. I received some great submissions and from now until December 18th, I’ll post some of them as food for thought for others to reflect upon. Today’s response comes from Joe Ralko and is [...]
Editor’s Note: The following is a guest post from the very talented Patrice Cloutier. Patrice is currently Team Lead for strategic communications in the Communications Branch of the Ontario Ministry of Community Safety and Correctional Services. If there’s one thing about crisis communications that was validated in 2013, it’s the absolute necessity to operationalize social listening as [...]
As 2013 comes to a close, I thought we could reflect back on the top 10 crisis management take-aways of this year. These are all things that your organization will need to carry into the new year, if you truly want to be crisis-ready. Top 10 Crisis Management Take-Aways of 2013 # 10. If you [...]
And that’s the truth. Today’s “word of mouth” is expressed and shared on social media which impacts your search engine rankings. When prospective clients and customers are in need of a product or service, they first Google it and then mozy-on over to the reviews, articles and other forms of online content that may provide [...]