Quality response is key The surging popularity of social reviews by customers, along with the increasing heed they are paid by those seeking to hire a contractor or make a purchase, makes responding to and resolving complaints a major priority. Many will be rational, some will be pure emotional venting, and yes, there will be [...]
[Editor's note: Today we bring you a special guest post by our multi-cultural colleague, Carlos Victor Costa, that takes a hard look at the Spanish royal family's most recent crisis] Crisis Management During Hard Times: Lessons from the King and the Elephants Once upon a time there was a very happy Kingdom with a much [...]
When it comes to crisis management, choose your words wisely One of the most common requests from clients of ours are for ways to “say no comment without saying no comment.” Yes, communication and transparency are crucial in today’s business environment, but sometimes it’s just not in your best interest to discuss a particular topic. [...]
Why you need social media for crisis management “Enterprises simply cannot afford to ignore social media as a crisis communications tool,” said Andrew Walls, research vice president at Gartner. “In many cases, social media may represent the only available means of locating and contacting personnel; providing stakeholders with the information and assistance they need; informing [...]
A client contact passed this excellent article on to us, and author Lisa Lochridge, Director of Public Affairs for the Florida Fruit & Vegetable Association, was kind enough to allow us to reprint it for you. 10 ways to ruin your company’s communications efforts Rather than propose some resolutions for communicating well in 2012, I [...]
More than ever, your reputation relies on social media At a time when 89 percent of consumers say they find online channels trustworthy sources for product and service reviews, new Cone research reveals four-out-of-five consumers have changed their minds about a recommended purchase based solely on negative information they found online. This is up from [...]
Still not ready?? While social media continues to grow and users welcome it into most every aspect of modern life, few businesses are truly prepared to launch a social media crisis management campaign. Check out these telling figures, from a recent SmartBlog on Social Media survey: If a social media public relations crisis were to [...]
Play your cards close until the time is right Veteran reporters are wily creatures, and when it comes to determining whether the juicy lead they’ve got about a breaking crisis at your company is legit, they can read volumes from a simple phone call. A recent Pro Sports Communications blog post by Martine Charles took [...]
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 [...]
Big announcements require major crisis prevention planning Twitter on Thursday announced that it is now able to block tweets that run afoul of certain countries’ restrictions on speech, but that has prompted backlash from users who fear the micro-blogging service will honor takedown requests from repressive regimes. In explaining the move, Twitter mentioned France and [...]
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 freelance writer and Bernstein Crisis Management's social media manager. He also edits Crisis Manager, a newsletter about crisis management.
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