Tech to the Rescue

By Jonathan & Erik Bernstein on July 21, 2011

Text messages warn students, spread crisis response advice In May of last year, Boston residents were plunged into the midst of their own crisis when a major water pipe burst, disrupting water service and potentially contaminating public water sources. Luckily for residents, local officials were prepared, and spread the word quickly using various technologies combined […]

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Fight Back with Social Media

By Jonathan & Erik Bernstein on July 19, 2011

Meet critics where the conversation started When a social media based crisis hits, the strongest tool in your crisis management arsenal is…social media. Sounds great, but what the heck does it mean? What it means is that you go straight back to where you took the damage with your apology, amends, or solution. Facebook users […]

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Communicating with the Media

By Jonathan & Erik Bernstein on July 18, 2011

Great resource, or powerful enemy? In crisis management, the media is a double-edged sword. While they can be a great help in transmitting your desired message, journalists are in the business of delivering subscriptions (or, more likely these days, page views) and want a scoop regardless of whether it damages your reputation or not. In […]

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The Human Touch

By Jonathan & Erik Bernstein on July 16, 2011

Still no substitute for human interaction when thing go wrong Be human and be humane: It’s easy to get defensive and hide behind “no comment” or your lawyers. But when tragedy strikes – your audiences (employees, community, customers, etc.) want to see and hear from you. They don’t expect you to be perfect, but they […]

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Almost Good Crisis Management

By Jonathan & Erik Bernstein on July 11, 2011

Good start, bad finish for TSA’s crisis management If you haven’t heard about the latest TSA debacle, the basics are that 24-year-old Olajide Oluwaseun was able to penetrate airport security at New York’s JFK International, including federal checkpoints, and board a Virgin America flight to LAX using an expired boarding pass belonging to somebody else. […]

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Delta Drops Fees, Learns Lesson

By Jonathan & Erik Bernstein on July 5, 2011

Rigid rules lead to viral video crisis Last month Delta Air Lines took a serious pounding to its already-tattered reputation when a YouTube video which featured shocked home bound soldiers commenting on the $200 fee they were charged for checking extra baggage (which contained government-issue weapons used to fight overseas, by the way) went viral. […]

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Are You a Crisis Manager?

By Jonathan & Erik Bernstein on June 27, 2011

Three traits identify outstanding leaders It’s accepted that there are many different effective leadership styles, but are there certain traits that tie top performers together? Executive search consultant Justin Menkes thinks so, and he’s got evidence to support his theory. A quote, from Fortune.com: Menkes’ book is based on his work with corporate boards as […]

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E.coli Crisis

By Jonathan & Erik Bernstein on June 24, 2011

Low marks for Germany in crisis management case Europe has been struggling with a virulent E.coli outbreak which appears to have originated and is most severe in Germany. With accusations flying back and forth between several countries during the initial stages, crisis management was slow to get started, and less than effective once it did, […]

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Crisis on Stage

By Jonathan & Erik Bernstein on June 15, 2011

In the midst of a crisis, the spotlight’s on you Shakespeare penned the famous line, “all the world’s a stage, and all the men and women merely players,” in the year 1600, but it’s managed to remain quite relevant every since then. Major crises today present perhaps the biggest “stage” of all, as millions of […]

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Getting Started with Social Media

By Jonathan & Erik Bernstein on June 11, 2011

Don’t neglect these powerful communications tools One of the most common questions business owners are asking now is, “how do I get take advantage of social media?” Thankfully for those who are still worried that the process is difficult or overly stressful, marketer and self-proclaimed social media addict Pam Moore has laid out a simple […]

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