Remember Janet Jackson's infamous wardrobe malfunction at the Superbowl? The NFL instituted a change to the half-time show after that incident - a change that you can use to your benefit in your media interviews...
When I ask most audiences to name a company that did a great job managing a crisis, most people (in Canada, anyway) say the name of one company: Maple Leaf Foods. I agree. They did a great job. But the real question is this...Why are there so few examples of excellent crisis management and so many instances of companies doing the wrong thing? The answer, in part, is human nature. That, and a lack of prep and planning.
When your company has to contend with a crisis, one of your top jobs is to not make it worse. But there are so many ways to make it worse. Long delays in getting back to the media. A lack of empathy in your response. Insincere or missing apologies. Conflicting messages from multiple spokespeople. The list goes on. Part of any sound crisis management strategy is having a plan in place and training your executives so they know what to do if something goes wrong.
Bad things happen. They can happen in any sector or industry. For the most part, the public will not judge your organization on the circumstances of your crisis. They are much more likely to judge you on the way you handle it.
For the second time in just over two years, Anthony Weiner, the former New York congressman and NYC mayoral hopeful, held a press conference apologizing for sending explicit photos to women over the Internet. In 2011, his indiscretions forced him to resign from Congress. This time, however, Weiner says he isn't going anywhere and will remain in the race for mayor of New York City. But will the voting public let Weiner (and his alter-ego, 'Carlos Danger') off the hook yet again? Using Twitter as a barometer to gauge the public's reaction to Weinergate-2, early indications suggest the serial sexter's luck may be running out...Read More
She was once the queen of greased up, fat-friendly, calorific Southern cooking on the Food Network. But after a bizarre few days that included an admission she once used horribly racist language and ended with her blowing off a previously scheduled, heavily promoted Today Show interview , Ms. Deen has been unceremoniously booted from her throne as food television royalty. There are a few lessons observers can take away from the way Ms. Deen and her representatives handled this mess...Read More
In the world of public relations and reputation management, timing is usually the factor over which people have the least amount of control. The crisis communications cycle is usually set in motion by something or someone outside our control. The cruise ship runs out of power in the middle of the ocean. The tanker spills its cargo. An insider blows the whistle.Read More
Crisis communications is one of the most stressful jobs around. And while there's no shortage of great courses, textbooks and videos out there to help you hone your crisis communications skills, there's no teacher like good...Read More