crisis management

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October 24, 2018

When The Crisis PR Guy Is The Crisis

by: in: Crenshaw Communications, crisis management, imPRessions, public relations

There’s not a major corporation today that doesn’t have a small army of PR and reputation experts helping it navigate a tricky media and government relations landscape. But occasionally, the damage comes from a company’s own ranks. That happened this week when the Campbell Soup Company found itself in hot water after a bizarre tweet…
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February 27, 2018

A PR View Of Brands In The Crosshairs

by: in: Crenshaw Communications, crisis management, imPRessions, leadership, public relations

When should a large company take a political stand? Some PR experts would say never. And you can’t blame big companies if they want to avoid public debates about the causes of gun violence, climate change, or other politicized issues. But increasingly, corporate America is being asked to pick a side. It seems there’s more…
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February 26, 2018

KFC Crisis Response Is A PR Win

by: in: Crenshaw Communications, crisis management, imPRessions, public relations, reputation

Who says you can’t make lemons into PR lemonade? That’s precisely what the UK unit of fast-food chain KFC managed after an embarrassing shortage of a pretty important ingredient in its prepared meals – that’s right, chicken. Due to a change in suppliers, KFC was somehow unable to procure birds in the UK, forcing it…
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February 7, 2018

The Death Of A PR Firm, By Bad PR

by: in: Crenshaw Communications, crisis management, imPRessions, public relations, reputation

Can you imagine being the guy running a public relations agency that “perished in a public relations fiasco”?  That’s the unhappy fate of James Henderson, the former CEO of now-defunct PR and crisis management powerhouse Bell Pottinger. The London-based firm imploded last year after its role in running a “dirty campaign” for South African client…
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April 7, 2015

PR, Pizza, And Crisis Management In Indiana

by: in: Crenshaw Communications, crisis management, imPRessions, public relations, reputation

One of the tougher PR and reputation management aspects of the furor around Indiana’s Religious Freedom Act is the struggle faced by local businesses who want to separate their own views and polices from the interpretation of Governor Pence’s original legislation as homophobic. Although the state quickly passed a “clarified” bill under pressure last Thursday, the…
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December 17, 2014

Five Cases Of Top PR Crisis Management In 2014

by: in: Crenshaw Communications, crisis management, imPRessions

It’s hard to find terrific examples of crisis management PR, presumably because we don’t hear about the crises that never happened. When a true reputation emergency hits, communications experts like to criticize it and offer retroactive advice.  Armchair pundits urge businesses to “get ahead of the story,” – good counsel, in theory. It’s not so…
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November 11, 2014

Does Everyone Deserve PR Agency Representation?

by: in: Crenshaw Communications, crisis management, imPRessions, public relations

Would you serve as PR agency for a sexual predator? What about a celebrity with a reputation crisis? The sexual abuse scandal surrounding CBC radio personality Jian Ghomeshi raises questions for PR agency professionals. The storm may be smaller than some recent mega-agency controversies like Ketchum’s work on behalf of Putin’s Russia, or Edelman’s involvement…
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September 22, 2014

The NFL’s Black Eye Offers Lesson In Crisis PR

by: in: communications, Crenshaw Communications, crisis management, imPRessions, public relations

For the NFL, the (reputation) hits just keep on coming.  Commissioner Roger Goodell’s press briefing following the release of the notorious Ray Rice videotape in which he knocks then-fiancee Janay Palmer unconscious is a lesson in crisis PR, but mostly about what not to do. Here are some of the more instructive learnings from the…
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January 21, 2014

Don’t Leave This Out of Your Strategic Communications Plan

by: in: Crenshaw Communications, crisis management, PR Fish Bowl, public relations, reputation

When approaching a client PR proposal or strategic communications plan, it’s easy to get lost in the excitement of insightful strategies and creative tactics. But it’s also important to prepare prospects or current clients for any downside risk. In the era of instant communication and real-time social media response, it’s best to put plans in…
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July 17, 2013

How To Apologize Effectively

by: in: Crenshaw Communications, crisis management, imPRessions, public relations, reputation

  Mere hours after the tragic plane crash at San Francisco airport, executives of Asiana Airlines hosted a press conference to issue a formal apology for the accident. As is customary, CEO Yoon Young-doo and Asiana board members expressed their regret with deep bows of contrition in front of media and dignitaries. The Washington Post…
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June 27, 2013

The PR Verdict On Paula Deen’s Apology (Again)

by: in: branding, celebrity, communications, Crenshaw Communications, crisis management, imPRessions, public relations, reputation

From the frying pan to….yesterday Paula Deen, the queen of comfort cooking, faced Matt Lauer, and the outcome was not so comfortable for either one. Some have criticized Lauer for his brusque grilling of Deen. My view is that he took a no-nonsense approach, cutting to the business issues and her motive for finally living…
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May 3, 2013

Retractions and Reversals: Best and Worst of Apology PR

by: in: Crenshaw Communications, crisis management, imPRessions, public relations, reputation

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,…
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May 1, 2013

PR Crisis Management Lessons From Behind The Headlines

by: in: communications, Crenshaw Communications, crisis management, imPRessions, public relations, reputation, social media

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…
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January 28, 2013

Why Subway’s Apology PR Fell Short

by: in: advertising, Crenshaw Communications, crisis management, imPRessions, public relations, reputation, social media

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…
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August 28, 2012

6 Myths of Crisis Management PR

by: in: communications, crisis management, imPRessions, reputation

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…
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