apology PR

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September 20, 2018

The PR Perils Of Cultural Appropriation

by: in: Crenshaw Communications, PR Fish Bowl, public relations

PR teams have been pressed into crisis duty in a series of corporate missteps that have something in common: marketing or advertising that shows “cultural appropriation” – borrowing a sensitive ethnic or cultural theme for commercial purposes. It’s easy to see why a marketing campaign would be tempted by the currency and news value of…
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July 25, 2018

How Not To Apologize

by: in: Crenshaw Communications, imPRessions, reputation

Terrible explanations for terrible behavior are perversely fascinating — especially to PRs and professional communicators. They’re also instructive. It takes a well-crafted and sincere apology to explain away repugnant speech or actions, and even the best mea culpas can fall short. But lately there have been some doozies. In an episode unlikely to be matched…
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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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December 20, 2012

The Most Notable CEO Apologies of 2012

by: in: communications, Crenshaw Communications, imPRessions, public relations, reputation

The public apology has long been a staple of PR and reputation management, and this year saw a large number of C-level mea culpas. Some were mandated, while others were designed to beg forgiveness, right wrongs, or restore good will. Here’s my list of the most notable. Picture this: Instagram is forced to backpedal after…
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May 21, 2012

Jamie Dimon’s Apology Tour: Is It Enough?

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

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.”…
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April 27, 2012

How Not To Apologize: A Lesson In “Apology PR”

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

The past two weeks have seen a cascade of misdeeds to fascinate apology-watchers like me. Where to begin? There’s the mushrooming scandal over the GSA’s $820,000 taxpayer-funded junket to Las Vegas in 2010. And the even seamier “hookergate” involving members of the Secret Service (though at least they were cost-conscious in their indiscretion!) There was…
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December 22, 2011

Well-Handled: FedEx Delivers on “Apology PR”

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

  Talk about heavy lifting. Pity the communications pros at FedEx. At the height of the holiday season, when the company wants to focus on its state-of-the-art technology and customer service prowess, it’s the recipient of an unwelcome holiday gift – a viral video that threatens real damage to its brand. One careless employee and 20 seconds –…
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September 21, 2011

What Netflix Can Teach Us About Apology PR

by: in: communications, Crenshaw Communications, imPRessions

Public apologies can be powerful, especially when they come from the top. Even in our crisis-of-the-day era, there’s something arresting about a chief executive admitting he was wrong, or a company making amends to customers. As a self-appointed “apology PR” analyst, I’m fascinated by the communications strategy, language choices, and delivery of a corporate mea…
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August 26, 2010

A Sorry State: How We Apologize

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

As every PR professional knows, an artful public apology is a staple of reputation management – just ask Toyota, BP, or Goldman Sachs. A cottage industry has been created that’s dedicated to what I call “apology PR.” But, apologizing is also a key piece of the social CRM toolkit, which communicators are rapidly learning and…
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May 20, 2010

When Fans Attack: How To Defend A Brand’s Reputation Online

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

A social media presence can morph from PR asset to liability in the time it takes to say “brandjacking.” The recent takeover of Nestle’s Facebook page by Greenpeace activists has many brand marketers dusting off their crisis programs.  But the world has changed. How do you defend your brand if, despite good business and communications practices,…
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April 18, 2010

Wall Street’s Apology – So Far, Just PR?

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

Two former banking executives got another workout last week. So did the “apology PR” movement. This time it was Citibank ex-CEO Charles Prince and former director Robert Rubin. Under the hot glare of cameras – and the even more heated glares from the Financial Crisis Inquiry Commission, each expressed the most sincere-sounding contrition to date…
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