By Jonathan & Erik Bernstein on June 18, 2012
It’s about being prepared When a crisis is hot, stakeholders want information. It doesn’t matter if your main office is sitting under 10 feet of water, people are going to expect responses both on the phone and through Twitter, and they will count on an explanation being posted to your blog and Facebook wall in [...]
By Jonathan & Erik Bernstein on June 15, 2012
Don’t let confidential information slip out! As a spokesperson, the last thing you want to do is drop confidential information in a public forum, especially if you happen to be speaking on behalf of the U.S. military regarding something like, ohhh…international spying practices. When the commander of United States Special Operations in South Korea, Brigadier [...]
By Jonathan & Erik Bernstein on June 13, 2012
Learn crisis management from the pros Tonight marks the premiere of The Crisis Show, a broadcast featuring the talents of Bernstein Crisis Management president Jonathan Bernstein, crisis/litigation expert Rich Klein and social media pro Melissa Agnes. Together, they will take a look at the major crisis management cases of the day, provide an overview of [...]
By Jonathan & Erik Bernstein on June 10, 2012
Editor’s Note: If you don’t want to see an un-PC and offensive-to-women image that we didn’t create, don’t read further. Who left that guy in charge? It only makes sense, if you’re launching a new product at a major industry expo, you want a nice shot of it on Twitter. This is commonplace, and indeed [...]
By Jonathan & Erik Bernstein on June 7, 2012
Practice makes perfect Police forces the world over are embracing the importance of communication for crisis management, reputation management, and community building. Here’s one example, out of far-off Trinidad & Tobago, from a Guardian Media article: Senior officials of the Police Service embarked on an intensive three-day training workshop yesterday on how to communicate better [...]
By Jonathan & Erik Bernstein on June 3, 2012
A positive reputation is a powerful crisis management tool The best reputation repair plan starts before a crisis occurs (but keep reading even if that ship has already sailed!). Be where your customers are, with an established presence that give people a reason to trust you. This might mean regular updates to a blog, Facebook, [...]
By Jonathan & Erik Bernstein on May 16, 2012
Citibank – A Grimm Fairy Tale by Jonathan Bernstein Once upon a time there were two young bankers. We shall call them Mut and Geoff. Mut and Geoff were employed by — yea, verily — a bank. We shall call it Citibank. They worked in the towne of Pasadena, in the shire of Los Angeles. [...]
By Jonathan & Erik Bernstein on May 14, 2012
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 [...]
By Jonathan & Erik Bernstein on May 12, 2012
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 [...]
By Jonathan & Erik Bernstein on May 7, 2012
[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 [...]
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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