Monthly Archives: November 2010

Forewarned is forearmed

Published on 29th November 2010 by . Leave a Comment

Paying attention to rumors will give you a leg up in crisis management

While every business will experience crises, some are more likely to be thrust into the public eye as a result. Government contractors are certainly in that category, and as result must take extra care certain to have relatively bulletproof crisis management plans in place. In an article for Washington Technology, Bosocobel Marketing Communications CEO Joyce Boss gave some good advice for this particularly vulnerable industry:

Forewarned is forearmed. By attending government events and meetings, you may hear rumors and/or gossip, which could signal trouble ahead. When employees hear something negative, they should contact a department head and the PR office. Gossip and bad news travel fast, whether inside or outside the Beltway. The crisis communications team can address each situation to determine potential next steps.

Gossip and hearsay are eerily accurate indicators of brewing crises because they can portray public sentiment regarding your organization, especially in the oft-discussed world of government and big business. While obviously everything should be taken with a grain of salt, when reports of rumors start flooding in, it’s time to take a look at yourself.

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

Leave a Comment

Responding to Social Media Complaints

Published on 24th November 2010 by . Leave a Comment

Engaging in social media requires a crisis management plan

Brands are now expected to build social media communities but, especially because many are still unfamiliar with the territory, there are risks involved. One of these is the unavoidable fact that someone, somewhere, will eventually be unhappy with your organization and bring their grievance to the Web. Compounding this situation is the fact that much of your conversation will take place very much in public, and not all of those eyes are friendly. In a recent post on their blog, the experts at GenuineMedia gave some solid tips to help navigate exactly this type of issue:

  • Handle the situation quickly. Even if you don’t have an answer or a solution right away acknowledge the fan’s content to let them and your community know you’re listening.
  • Don’t erase a post you don’t agree with. Taking down posts without acknowledging or stating why you’re doing so may make you seem big brotheresque to your readers and fans. You’re community will know when fans are being excessively aggressive and disrespectful.
  • Try to take conversation off line. Contact individual via private email on Facebook or the social media site or through their personal email that may be listed on their social media home page. Be transparent & tell your community that you’d be happy to assist them with their challenge through their email.
  • Apologize when it’s necessary. The power of word of mouth is amazing. Handle the situation in one of authority, but also be compassionate as the individual is highly likely to share their experience with friends, family and co-workers, all of which could be potential customers in the future.

It’s surprisingly simple, but taking these steps will defuse potentially volatile situations almost every time. Without proper crisis management, social media can get ugly. Remember to have a plan beforehand, and stick to it when it’s time for action.

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

Leave a Comment

A Delicate Balance

Published on 21st November 2010 by . Leave a Comment

Don’t let legal concerns dominate your crisis management planning

In today’s litigation-happy world, chances are you will need at least one lawyer on your crisis management team. The problem is that in a crisis, this legal influence frequently clashes with one of the main priorities of crisis managers; communication. In an excerpt from his book, “The Communicators: Leadership in the Age of Crisis,” printed in the latest Crisis Manager newsletter, Levick Communications CEO Richard Levick explains the delicate balance between the need to protect your organization from legal harm while at the same time fulfilling your obligation to maintain honesty and transparency throughout communications with stakeholders and the media.

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

Leave a Comment

Online Reputation Management Checklist

Published on 19th November 2010 by . 1 Comment. Click to add yours.

When it comes to online reputation management, it pays to be prepared

Reputations are built and broken on the Web. Be prepared, and you can come out of a crisis looking stronger than ever and carrying the respect of your stakeholders to boot. Come unprepared, though, and you risk a headache that no amount of Advil is going to drive away. To this effect, BCM President Jonathan Bernstein has put together a list of questions in our Crisis Manager newsletter that will help evaluate just how ready you are for online reputation and crisis management, while exposing dangerous gaps in preparedness that could cost you big time.

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

1 Comment. Click to add yours.

10 Online Reputation Management Questions & Lawyers Don’t Drive The Bus

Published on 17th November 2010 by . Leave a Comment

Crisis management insight and advice

This week, the Crisis Manager newsletter starts off with an article, written by BCM President Jonathan Bernstein, that provides a self-exam designed to help determine whether you are prepared for online reputation and crisis management; an invaluable resource because, if your business is like most, you’re nowhere near ready.

Following that is an excerpt from Levick Strategic Communications CEO Richard Levick’s book, The Communicators – Leadership In the Age of Crisis, that speaks on the sometimes-cloudy role of lawyers within a crisis team.

To have the bi-monthly Crisis Manager delivered straight to your Inbox, just click here.

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

Leave a Comment