Monthly Archives: January 2010

Toyota’s Crisis Management Sub-Par

Published on 31st January 2010 by . 1 Comment. Click to add yours.

Toyota executives have been virtually silent amid a recall of millions of their cars because gas pedals can become dangerously stuck. For their customers, oh, what a feeling _ fear, frustration, confusion and anger.

Since Tuesday, when the Japanese automaker said it would stop making and selling some of its top-selling models, the company has had few answers for dealers and drivers _ most notably about when Toyota owners could get their cars fixed and hit the road without worrying.

The AP article from which this quote was taken, which also features comments from Jonathan Bernstein, is just one of many slamming Toyota’s handling of their enormous product recall. Considering the issues with Toyota vehicles are putting not only their owners and passengers in danger, but also everyone on the road with them,  one would expect their crisis management strategy to be proactive and wide-reaching. Instead they appear to have been ill-prepared for a major recall and you can see the result.

The BCM Blogging Team
http://www.bernsteincrisismanagement.com/

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Need for Crisis Management

Published on 30th January 2010 by . Leave a Comment

Many organizations who had never before considered hiring a crisis management team are now scrambling to find one. Why is that? This quote from a Finance & Commerce article has the answer:

The trend has been fueled by the national recession that spawned a plethora of business bankruptcies and corporate layoffs; also, the proliferation of social media that has left businesses more vulnerable to far-flung and instant adverse communications, according to industry insiders.

The article interviews several crisis communications professionals, including BCM President Jonathan Bernstein. Although each has their individual viewpoint, all agree that the rapid changes in the business and financial markets, combined with the prominence of social media and global reporting, make devoting time and money to effective crisis communications a no-brainer.

The BCM Blogging Team
http://www.bernsteincrisismanagement.com/

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Audi’s Lack of Research Puts them in Crisis Management Mode

Published on 30th January 2010 by . 3 Comments. Click to add yours.

German car manufacturer Audi is playing with fire in their latest advertising campaign, which is acting as a lead-in to the premiere of their new Super Bowl commercial. The trouble? This quote from social media strategist Danny Brown’s blog explains:

The campaign is based around a new creation called the Green Police, who will spearhead a social media program to build interest in Audi’s ad at this year’s football showcase. The Green Police enforce ways to protect the environment, and encourage people to a better understanding of environmental issues. There’s currently a series of  YouTube mock education videos as part of the program, as well as a  Green Police Twitter account.

The problem is, there’s already been a Green Police enforcement organization, but not one that you’d want to be associated with. This Green Police was part of the Nazi persecution and execution of millions of Jews in the Holocaust of the Second World War.

When launching a public campaign of any sort, it’s just good crisis management to do your research. A simple Google search for your key terms can prevent a lot of headaches.

The BCM Blogging Team
http://www.bernsteincrisismanagement.com/

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Protecting Against an Ambush

Published on 28th January 2010 by . Leave a Comment

The Ambush Interview is an interview in which an investigative reporter catches their subject off guard in hopes of causing them to make a mental error which the reporter can then exploit. In her article for the latest Crisis Manager newsletter, aptly titled “The Ambush Interview: Taming the Wild Animal,” PR expert Monte Martin explains why it pays to make training for these situations a part of your crisis management plan:

Reporters are people. They appreciate being acknowledged and like Mom always said, politeness counts! Never brush off a reporter! They have an assigned story to do and you (good or bad) have a story to tell. How the ambush is handled can turn a story from bad to worse, bad to much better, and maybe even as far as decent.

Every crisis presents an opportunity for you to improve. Start things off right by getting the media on your side.

The BCM Blogging Team
http://www.bernsteincrisismanagement.com/

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Don’t Snap!

Published on 26th January 2010 by . Leave a Comment

From the moment the day begins, we are juggling work and our personal lives. Before we know it, we’re making snap decisions or we’re snapping at each other. When we don’t feel that we have the time or the need to get curious we can (1) get angry or defensive or (2) make hasty decisions.

This quote from Nance Guilmartin’s book, “What Happens When We’re Wired to Snap?,” featured in the latest Crisis Manager newsletter, tells of one major danger caused by the rush of activities we encounter every day. Unfortunately, engaging in these behaviors in professional life can quickly create major problems for you and your organization. As the article explains, sometimes simply taking a moment to pause before acting can be a very effective crisis management strategy.

The BCM Blogging Team
http://www.bernsteincrisismanagement.com/

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