By Jonathan & Erik Bernstein on February 4, 2012
Not your fault? Let the people know! Additional fees for air travel have been a topic of increasing unpopularity in recent years, so when new federal regulations pushed airlines to conceal government taxes in fares, budget line Spirit fought back with the ultimate in transparency. By sending an email with the following headline to its [...]
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By Jonathan & Erik Bernstein on January 23, 2012
Manage a crisis AND run a business? Are you ready? When a major crisis hits, it can feel like the bottom just fell out of your whole organization. Energy is focused on response and recovery, communication and crisis management, and it can be easy to set daily duties aside. While obviously you have to assign [...]
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By Jonathan & Erik Bernstein on January 19, 2012
What do you want out of social media? Every successful voyage needs a defined goal that justifies the inherent risks. Similarly, when embarking on using social media to bolster crisis management, your organization must establish specific goals. These goals can be social, economic and political in nature. In the course of our practice we have [...]
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By Jonathan & Erik Bernstein on January 14, 2012
Oops! The New York Times thought it was sending an email to a few hundred people who had recently canceled subscriptions, offering them a 50 percent discount for 16 weeks to lure them back. Instead, Wednesday’s offer went to 8.6 million email addresses of people who had given them to the Times. That was the [...]
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By Jonathan & Erik Bernstein on January 11, 2012
Going against convention boosts J&J’s brand reputation Apologies are supposed to be serious. If you’re joking, then you don’t really mean it, right? Johnson & Johnson, whose handling of the infamous 1982 Tylenol tampering murders and ensuing crisis management still stands as a “how-to” case study today, begs to differ, and did so in style [...]
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By Jonathan & Erik Bernstein on January 4, 2012
You can’t cover up, so just come clean Crisis management can be like presidential politics: If you don’t set the record straight immediately and honestly, you can be out of the running in a flash. Perception quickly becomes reality and the negative consequences snowball. Case in point: Herman Cain. By failing to address allegations of [...]
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By Jonathan & Erik Bernstein on December 31, 2011
Does the evolution of tech and communication mean our methods must drastically change? Social media has already changed how we do customer service, and the rise of prominent posters, or powerful groups (who hasn’t heard of the mommy bloggers?) continues to affect the ways we handle issues. With infamous moves ranging from the sensational, like [...]
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By Jonathan & Erik Bernstein on December 27, 2011
Counter rumors with fact You can’t assume that everything you read on the internet is true (duh!). If you’re the victim of such disinformation, you need to act quickly to counter it with solid facts. Once the horse has left the barn, it’s difficult to catch! This quote, from a Canton on Emergency Management blog [...]
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Jonathan L. Bernstein, president of Bernstein Crisis Management, Inc. has more than 25 years of experience in all aspects of crisis management – crisis response, vulnerability assessment, planning, training and simulations.[Read more ...]
Erik Bernstein is a writer, publicist and SEO associate for Bernstein Crisis Management. He also edits Crisis Manager, a newsletter about crisis management.
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