crisis management

communications, Crenshaw Communications, crisis management, ImPRessions, leadership, public relations, reputation • May 14, 2012

Crisis Management: When The Crisis Is The CEO

It’s hard out there for a CEO. Recently, we witnessed a week’s worth of drip-drip-drip coverage about Yahoo chief Scott Thompson’s resume. The gaffe culminated in Thompson’s resignation after only four months on the job. But the controversy, on the surface, wasn’t about whether he’d faked an advanced degree, or falsely claimed Ivy League credentials. […]

communications, Crenshaw Communications, crisis management, ImPRessions, public relations, reputation • March 29, 2012

JetBlue’s Response to Pilot Breakdown: Light On Crisis PR Strategy?

All airlines are prone to rough PR weather, but JetBlue seems to have more than its share. Maybe it’s because during a time of rapidly deteriorating expectations, many of us still expect more of JetBlue. It’s that rare industry bird, the customer-friendly airline. An oxymoron. So when it goes off-course, that’s news. There was the […]

Crenshaw Communications, crisis management, ImPRessions, public relations, reputation • March 12, 2012

PR Disaster Averted: 7 Cases of Good Crisis Management

PR agency pundits and brand watchers love to create “best and worst” lists around marketing and communications developments. The emphasis usually falls on the “worsts” – like the most badly handled crisis situations, mangled cover-ups, or PR stunts that backfired. It’s easy to criticize, but what about giving credit for crises averted or PR battles […]

communications, Crenshaw Communications, crisis management, ImPRessions, public relations, reputation, social media • January 16, 2012

Racist Receipts And Other PR Blunders

Is any industry more challenging than retail? Not only is the business tough, but your employees are your brand. And those employees are notoriously transient and often underpaid, overworked, and just plain bored. And sometimes they do things that are just plain stupid. It takes only one misstep, powered by social media, to create a […]

celebrity, Crenshaw Communications, crisis management, ImPRessions, public relations, reputation, social media • January 5, 2012

Fake Twitter Accounts: The Ultimate Status Symbol?

Wendi, we hardly knew ye. The all-too-brief period in which Mrs. Rupert Murdoch took to Twitter was thrilling for Murdoch-watchers, social media pros, and PR types. It seemed another example of the faux-democratizing power of the social Web. It also showed the cleverness of Ms. Deng, and her uncanny ability to humanize her much-reviled husband. […]

communications, Crenshaw Communications, crisis management, ImPRessions, public relations, reputation • December 29, 2011

The Top Ten PR Blunders of 2011

When a serious setback or crisis occurs, not even the most talented PR pro can make it go away. Yet, a poor response invites reputation damage, while proper handling can help mitigate or limit it. Here’s my “Top 10” list, from a communications perspective, of the most badly handled public situations of the year. 10. Governor […]

Crenshaw Communications, crisis management, ImPRessions, public relations, reputation • November 14, 2011

When PR And Legal Strategies Clash

A recent episode of “The Good Wife” offers a highly entertaining look at crisis management inside a law firm and the tension between PR advice and legal counsel. A strategy session for a client whose tainted cheese has sickened dozens of schoolchildren erupts in war between the attorney, who wants to stonewall media calls, and a $60,000-a-month spinmeister (played to […]

communications, Crenshaw Communications, crisis management, ImPRessions, public relations, reputation • November 9, 2011

UnHappy Valley: Penn State’s Massive PR Fumble

“… I wish to say that Tim Curley and Gary Schultz have my unconditional support. I have known and worked daily with Tim and Gary for more than 16 years. I have complete confidence in how they have handled the allegations about a former University employee. Tim Curley and Gary Schultz operate at the highest […]

communications, Crenshaw Communications, crisis management, ImPRessions, public relations • November 2, 2011

Herman Cain’s PR Problem

Until recently, Herman Cain had shown himself to be a pretty savvy communicator. The plainspoken ex-pizza prez showed he understands the value of a simple idea, well packaged and often repeated, with his “9-9-9” tax proposal. (No one understood it, he couldn’t really explain it, but everyone knew about it. Can you say that about […]