Monthly Archives: August 2009

New Edition of Crisis Manager

Published on 29th August 2009 by . Leave a Comment

All of us enjoy the ease of access and convenience that the Internet has brought to business, as well simple daily tasks such as making purchases by credit card, but what would you do if the Internet really crashed? In the latest issue of Crisis Manager, I discuss this very topic from a crisis management professional’s point of view. In addition, we’ve got the first of a three-part series by acclaimed author Rene A. Henry discussing what exactly you can do to elicit a public apology or correction when wronged by a media outlet.

Like what you see? Just click on this link and send a blank email, you’ll receive our bi-monthly newsletter straight to your Inbox well before it hits the web, as well as occasional subscriber-only special offers. It’s as simple as that!

JB

Jonathan Bernstein
http://www.bernsteincrisismanagement.com/

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A Bad Idea

Published on 28th August 2009 by . Leave a Comment

Microsoft recently unveiled a brand-new ad for their business productivity software. While the U.S. version was fine, someone at the software behemoth’s Polish subsidiary decided to make a change that spawned a storm of negative criticism throughout the Web and on Twitter. Here’s a description of the switch that angered so many, from CNET.com:

In a photo on the company’s U.S. Web site, three businesspeople–one black, one white and one Asian are shown as part of a pitch for Microsoft’s business productivity software. In the same photo on the site of Microsoft’s Polish subsidiary, a white head is placed over the black person’s body, although the hand is not changed.

Microsoft immediately began standard crisis management procedure – pulling the image, issuing an apology and promising to, “look into the details of the situation.” With a subject as controversial as race, though, it will likely require a follow-up effort from Microsoft to quiet their critics.

JB

Jonathan Bernstein
http://www.bernsteincrisismanagement.com/

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More about Whole Food’s John Mackey on the Hot Seat

Published on 26th August 2009 by . Leave a Comment

Whole Foods Market’s CEO John Mackey is well known for landing his company in the hot seat. The outspoken Mackey first caught the public’s attention after being outed for using a pseudonym to both promote Whole Foods and blast their competition on the Yahoo! Finance bulletin boards, an incident which resulted in major stockholder backlash.

Mackey’s latest hoof-in-mouth incident came just weeks ago, when he penned an op-ed piece for the Wall Street Journal blasting the health care reforms proposed by President Obama. After customers nationwide responded by picketing Whole Foods stores, the company issued a press release distancing themselves from their CEO’s viewpoints. Their statement, as quoted in a Natural Foods Merchandiser article about the debacle:

“Our CEO submitted an opinion piece last week with the intention of expressing his own viewpoints and providing constructive ideas to support reform, as President Obama invited America to do. We have heard from individuals who both agree and disagree with John’s ideas as there are many opinions and emotions surrounding the ongoing health-care reform issue, including lots of differing views here inside of Whole Foods Market. We appreciate those diverse perspectives.”

Whole Foods was probably blindsided by Mackey’s WSJ piece, which was obviously written with no regard for its impact on the company. The press release distancing the CEO’s thoughts from the company’s ideals was a good start on crisis management, but it is going to take some more serious work from Whole Foods and Mackey to get out of this mess.

JB

Jonathan Bernstein
http://www.bernsteincrisismanagement.com/

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Corporate Malware

Published on 24th August 2009 by . Leave a Comment

mal·ware (māl’wâr’)
n. Malicious computer software that interferes with normal computer functions or sends personal data about the user to unauthorized parties over the Internet.

Although the news media usually focuses on more widespread attacks like the recent Conficker worm, there is a new generation of malware aimed solely at gathering information or data from specific targets. An article from cutting-edge IT security site Dark Reading describes one such program:

One piece of malware found on a desktop machine during a forensics investigation was actually pre-coded to steal specific information from the victim’s organization, says Greg Hoglund, CEO and founder of HBGary, whose company sees about 5,000 new pieces of malware a day. “It knew what it was looking for,” he says. And the malware was disposable so that it could disappear without a trace after doing its dirty work.

Sometimes, things that are vital to your business can also provide opportunities for unscrupulous individuals. With the realities of business today mandating that you be thoroughly networked to compete, the best way to prevent a security breach from creating an issue is to include the possibility in your crisis management plans from the start.

JB

Jonathan Bernstein
http://www.bernsteincrisismanagement.com/

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Internet Anonymity

Published on 23rd August 2009 by . Leave a Comment

As crisis management pros are well aware, the anonymity of the Internet has historically provided cover for anyone with an opinion to post libelous comments with little fear of retribution. This appears to be changing, however, due in part to a landmark case brought against an anonymous blogger by fashion model Liskula Cohen.

According to an article from Canada’s The Globe and Mail news magazine, Madam Justice Joan Madden, the New York State Supreme Court jurist charged with handling the case, determined that established law did not distinguish between the online and offline worlds for judging defamation and free speech. A quote:

Her (Cohen’s) lawyer argued that she could not bring a defamation suit against the blogger unless the search-engine giant released the person’s identity.

The case spotlights a new area of law where legal standards are still being worked out, said Steven Wagner, the New York-based lawyer who represented Ms. Cohen.

“People who behave poorly and defame people on the Internet will face possible repercussions,” he said in a phone interview. “This is one of a series of cases that is establishing a standard. The standard is not set yet.”

Many previous attempts to force disclosure of blogger IDs in non-criminal cases have failed. If this case becomes a precedent, then the use of the Web as an anonymous bully pulpit is going to change radically.

JB

Jonathan Bernstein
http://www.bernsteincrisismanagement.com/

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