crisis management

crisis management • December 19, 2017

2017 Crisis Management That (Mostly) Worked

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? Those instances are less clear, presumably because we don’t hear about the bad news that never hit the press. But in the spirit of fair […]

crisis management • September 20, 2017

PR Lessons From The Bungled Equifax Crisis

Public relations people like to talk about “getting out in front” of a crisis; in fact, for a taste of real-life preparation, check out this stress-inducing story about a crisis simulation by The New York Times‘ Sapna Maheshwari. Yet it’s a myth to think you can prevent any event that could wreck a company’s reputation. […]

crisis management • May 31, 2017

7 Ways To Crisis-Proof Your Brand

What’s the cost of a brand crisis? As video of United Airlines passenger Dr. David Dao being violently dragged from his seat went viral last month, the media – and a global audience of prospective customers – were shocked. It may not have hurt the airline’s stock price in the long term, but CEO Oscar […]

crisis management • April 10, 2017

United Flies Into A PR Storm

The public relations team at United had probably just started to breathe easy after the “leggings” mini-crisis when a second PR disaster hit. And this one’s a doozy. Late Sunday, a United passenger who refused to give up his seat on an overbooked flight was forcibly removed from the plane by police, to the horror […]

crisis management • April 6, 2017

Pepsi’s Smart Response To Its PR Controversy

Brand Pepsi fell flat this week with its bafflingly tone-deaf ad featuring Kendall Jenner, but in the wake of a public relations backlash, the brand did at least one thing right. After Twitter lit up with nasty tweets and late-night comics poured on scorn, Pepsi reacted quickly. Its response was so simple, sensible, and honest […]