crisis management

Crenshaw Communications, crisis management, ImPRessions, public relations, reputation • May 3, 2013

Retractions And Reversals: Best And Worst of Apology PR

This week has brought a fresh wave of public mea culpas and backpedalings – plenty of fodder for self-anointed apology PR experts. Most proactive is the ad campaign mounted by JC Penney after the failure of its everyday low price strategy and store makeovers of last year. The spot, which is narrated in a warm, […]

communications, Crenshaw Communications, crisis management, ImPRessions, public relations, reputation, social media • May 1, 2013

PR Crisis Management Lessons From Behind The Headlines

Hindsight – ahem – is always 20/20, particularly when it comes to reputation management. Yet, textbook crisis successes (and failures) aren’t always what they seem. Here’s my take on some recent examples of crisis handling by top brands. The Lululemon Yoga Pants Recall. For sheer, on-the-spot crisis management skill, Lululemon wins, hands down. PR experts […]

advertising, blogging, Crenshaw Communications, crisis management, ImPRessions, public relations, reputation, social media • January 28, 2013

Why Subway’s Apology PR Fell Short

Maybe because I’m reading John Kenney’s excellent novel, Truth in Advertising, I’ve been thinking a lot about authenticity in brand marketing and public relations. It’s one of those things that we take for granted when present, but that can be a time bomb when absent. Yet, when I first heard about the lawsuits served up […]

Crenshaw Communications, crisis management, ImPRessions, public relations, reputation • October 14, 2012

The Scariest PR Mistakes of 2012

Most PR pros have had nightmares about a serious public mistake. Or, we’ve felt that shiver of schadenfreude when someone else’s blunder goes viral. Some of us have even experienced them. So, in honor of Halloween, here’s my list of some of the scariest PR moves and mistakes to date. The rogue tweet. In my […]

communications, Crenshaw Communications, crisis management, ImPRessions, public relations • August 31, 2012

Bic Pen "For Her" Draws Mixed PR

In the past few days, lots of ink has been spilled – literally and digitally – about the hundreds customer reviews posted for Bic “For Her,” a line of pens marketed to women. Now, you might think the brand is elated to receive such an active response to a product, especially a year after its […]

communications, crisis management, ImPRessions, reputation • August 28, 2012

6 Myths of Crisis Management PR

In the past several weeks, brands from Burger King and Penn State to Chick-fil-A and CelebBoutique have grappled with serious reputational threats. These days, it’s almost routine for communications pros to be managing some kind of potential crisis situation along with proactive PR programs. Yet true “crisis management” is probably a misnomer. Though there are […]

communications, Crenshaw Communications, crisis management, ImPRessions, public relations, reputation, social media • August 24, 2012

Armstrong’s Crisis PR Is In Fighting Form

As evidence that he used performance-enhancing substances has gained traction over the years, cyclist Lance Armstrong always managed to stay out in front, avoiding major reputation damage. Until now. But even now, he may be down, but he’s not out. As he threw in the towel, announcing that he’d no longer contest the US Anti-Doping […]

Crenshaw Communications, crisis management, ImPRessions, public relations, reputation • July 17, 2012

Can Penn State’s Reputation Be Saved?

Among the casualties of the Penn State sexual abuse coverup were the personal reputations of university officials, including the late football coach and sports icon Joe Paterno. Paterno, Spanier, Curley, Schultz and others will be forever linked to the efforts to minimize and conceal shocking crimes against children. (Who can forget the email in which […]

communications, Crenshaw Communications, crisis management, ImPRessions, leadership, public relations, reputation • May 21, 2012

Jamie Dimon’s Apology Tour: Is It Enough?

JP Morgan Chase CEO Jamie Dimon’s apology to shareholders last week managed to fulfill at least three prerequisites for a public mea culpa. It was swift, it was direct, and the CEO took responsibility for the bank’s $3 billion trading loss in a hedge gone wrong. Dimon used words like “egregious,” “sloppy,” “stupid,” and “self-inflicted.” […]