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 [...]
Get it right, or the world will hear When passengers aboard a Middle East Airlines flight discovered that not only did their plane have no air conditioning in the scorching heat, but was also full of broken tables, malfunctioning entertainment systems, and safety booklets stuck together with chewing gum, the logical first step was to [...]
[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 [...]
[Editors' Note: We're pleased to bring you this guest blog post by Bernstein Crisis Management contractor Chris Syme, excerpted from her new book.] Keep your ear to the ground, and catch crises early One of the best ways to avert a crisis is to see one coming and be proactive. Savvy crisis managers monitor online [...]
Newly surfaced photos bring reputation damage More damaging photographs of U.S. soliders surfaced last week, hot on the heels of the controversial Marine “SS” flag picture crisis. This time, the photos depicted soldiers in what they apparently thought were comedic poses with dead Afgan insurgents. How did the public come to see these pictures at [...]
Wasteful spending wrecks Philly Councilman’s rep Philidelphia Councilman Jim Kenney doesn’t know how to Tweet. Not only that, but his PR guy, Martin O’Rourke, who collects $30,000 of taxpayer money every year to handle communications for Kenney, doesn’t either. Logic should direct these two towards taking a few of those bucks and hustling to the [...]
Convince the audience that you’re right Wimpy words modify or water down your conviction and in the end your position. When you pepper a conversation with “hopefully,” “perhaps,” “I feel,” “kind of” and “sort of,” the message you convey is a lack of confidence. Use power words such as “I’m confident that,” “my track record [...]
Taking damage from searches for your own key terms Politicians are no strangers to controversy, but as we become more and more immersed in the digital world, regular citizens are gaining the power to cause serious reputation management issues for these seemingly lofty figures. The following quote, from a MediaPost article by Derek Gordon, highlights [...]
Protect your business, be prepared for social media crisis management Let’s face it, social media isn’t going away. People love to talk about what’s going on in their lives, and now that they can do it with millions of others right from the smart phone in their pocket, it’s practically irresistable. What this means to [...]
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. [...]
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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