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JUST A THOUGHT
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The obvious is always obvious when someone else points it out to you.
Tony Jacques
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FROM THE EDITOR Last issue I discussed the importance of being prepared for the holiday season with proper planning, staffing, and the like. This time around I'd like to hit on the next step in the crisis preparedness process: practice.
You've got yourself a plan, and that's great, but those crisis manuals aren't going to stand up and do the work for you. Just as you wouldn't expect actors to put on a play after thumbing through a script once, you can't expect yourself or your employees to flawlessly execute a crisis management plan without extensive practice.
Now, I'm sure there is more than one reader out there thinking to themselves, "but I don't have room in the budget!" To you I say, take a look at Tony Jacques' latest article, featured on our Free Management Library blog, "When Share Price Puts a Value on Brand Reputation."
As per our new format, below you'll find a summary of the best of our recent blog posts.
And as always, if you like what you see, please share it with others by using the "Forward Email" link at the bottom of the ezine and tell them to subscribe! IMPORTANT NOTE: If you just "Forward" using your own email program's "Forward" function and your recipient thinks they're being spammed, they can click on the Opt Out link and opt YOU off the list. So use the "Forward Email" link, please.
Thank you, and read on! - Erik |
REPUTATION COMBAT
| In today's business climate, your reputation is your most valuable asset. Of course, it's also one of your most vulnerable. Social media has given word of mouth never before seen power, with some prominent Tweeters reaching millions of hungry eyes with every post, and believe me, when someone has a bad experience, they are more than ready to share.
If you're overwhelmed at the prospect of creating a reputation management plan, or simply want to learn more, including:
- How to monitor online reputation
- How to prevent reputation threats
- When to respond to reputation threats
- How Search Engine Optimization (SEO) plays a role
- Who should be responsible for online reputation management
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BLOGS!
By Erik Bernstein
| As usual, we've been hard at work searching out the best (or worst, in some cases) of crisis management for articles at both the Bernstein Crisis Management blog and our Crisis Management blog over at Carter McNamara's Free Management Library.
This latest batch hits on the still-hot Sandusky situation, one Governor's overzealous social media team, secret weapons for crisis communications, and more!
Trust is a a priceless asset to a business. Crises undermine trust. How then, do you maintain stakeholder's trust in your organization while simultaneously managing a crisis? Read on.
What's the secret weapon that every company should use for crisis management? Informed Employees! Yes, while you're piling all of your efforts into crisis response, these folks are running your day-to-day operations, keeping the business afloat, and possibly giving impromptu interviews to persistent media members. Keep them in the loop, and your chances of success improve substantially.
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Erik Bernstein
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In this guest post, Triad Strategies' Rick Kelly takes aim at Jerry Sandusky's lawyer and his questionable (at best) public relations strategy. His advice? Again...Shut the Hell Up.
Examples of a global company nitpicking the rules, engaging in hamfisted social media crisis management, and horrid customer service lend believability to the conclusion drawn by the folks at Regretsy - PayPal Loves Cats, Hates People.
Is one joking Tweet from a teen with followers in the single digits going to spark a crisis? Doubtful. What will, though, is a major over reaction. Read what happens when a Kansas Gov. Bungles Social Media Crisis Management.
Compared to Toyota's recall situation, GM's Crisis Management for potential issues with the Chevy Volt was a home-run. This is one example of corporate crisis management done right.
Many executives are wary of investing in reputation management because the results "can't be quantified." To contrast that, Google stock recently dropped $15 billion after a weak presentation to stock analysts. In this guest article, Tony Jacques, Director of Issue Outcomes, gives us several examples of When Share Price Puts a Value on Brand Reputation.
There's no way to respond fast enough in crisis situations without prior preparation. A major part of that is knowing the plan and each person's role in it. If you're ready, trained, and able, then you've got Role Responsibility.
Erik Bernstein is a freelance writer, BCM SEO associate, and editor of Crisis Manager.
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APROPOS OF NOTHING
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Got crisis management questions? We've got answers!
We cordially invite you, the Crisis Manager readers, to "Ask the Crisis Manager" on VYou. You send a question, and Jonathan Bernstein comes back with a unique video response for all to see.
We've had some great questions so far, and will keep doing our best to answer all submissions, so keep 'em coming!
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BUSINESS ANNOUNCEMENTS
(aka blatant self-promotion) Manager's Guide to Crisis Management  Whether you're a seasoned manager, aspiring up-and-comer, or student of crisis management, Jonathan Bernstein's new book, "Manager's Guide to Crisis Management," (McGraw-Hill, 2011) will put you in control of any situation. Recently featured in a Forbes article, Amazon.com's initial stock ran out quickly, but more copies are on the way!
Keeping the Wolves at Bay: Media Training  What has 80+ pages of hard-hitting, enter- taining and easy-to-read guidance on how to deal with both traditional and online media during times of crisis? The answer is Keeping the Wolves at Bay - Media Training. The, four-color, perfect-bound, 8x10 manual is currently available both in hardcopy ($25) and PDF form ($10). Volume discounts are available; write to Jonathan Bernstein for that information. Here's a couple of teaser reviews for you: Jonathan Bernstein's Keeping the Wolves at Bay is an eminently practical guidance for anyone - business leader, celebrity, politician - who must willingly or unwillingly face the glare of media attention. It appears
at a moment in time when the social media and other digital communications have upped the ante exponentially.
Bernstein's practicum on media relations takes on renewed urgency as news, gossip, and opinion now drive
public perception virally and at the speed of light.
Richard Levick, Esq.
President & CEO
Levick Strategic Communications, LLC
Even if you think you'll never, ever be interviewed by the media, buy this book and read it cover to cover. It isn't a substitute for media training. But it will give you the tools and confidence to go head to head -- and possibly even defang -- rabid reporters, blood-thirsty bloggers and social networking buffoons who are out to besmirch your good name. Joan Stewart, The Publicity Hound Want To Blog And Tweet About Your Organization But Don't Have Time?
Missing out on all the promotional and SEO advantages of doing so? Hire someone to be your voice...like Erik Bernstein, editor of Crisis Manager.
More info:erik@bernsteincrisismanagement.com. |
GUEST AUTHORSGuest authors are very welcome to submit material for "Crisis Manager." There is no fee paid, but most guest authors have reported receiving business inquiries as a result of appearing in this publication. Case histories, experience-based lessons, commentary on current news events and editorial opinion are all eligible for consideration. Submission is not a guarantee of acceptance. |
ABOUT THE PUBLISHER AND EDITOR  Jonathan Bernstein is both publisher of Crisis Manager and president of Bernstein Crisis Management, Inc., a national crisis management public relations agency providing 24/7 access to crisis response professionals. The agency engages in the full spectrum of crisis management services: crisis prevention, response, planning & training. He has been in the public relations field since 1982, following five-year stints in both military intelligence and investigative reporting. Write to Jonathan at: jonathan@bernsteincrisismanagement.com. Erik Bernstein is editor of Crisis Manager and is also a writer, publicist and SEO associate for Bernstein Crisis Management, Inc. Write to Erik at: erik@bernsteincrisismanagement.com. |
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LEGAL DISCLAIMERAll information contained herein is obtained by Jonathan Bernstein from sources believed by Jonathan Bernstein to be accurate and reliable. Because of the possibility of human and mechanical error as well as other factors, neither Jonathan Bernstein nor Bernstein Crisis Management is responsible for any errors or omissions. All information is provided "as is" without warranty of any kind. Bernstein Crisis Management and Jonathan Bernstein make no representations and disclaim all express, implied, and statutory warranties of any kind to the user and/or any third party including, without limitation, warranties as to accuracy, timeliness, completeness, merchantability, or fitness for any particular purpose.
Unless due to willful tortuous misconduct or gross negligence, Jonathan Bernstein and Bernstein Crisis Management shall have no liability in tort, contract, or otherwise (and as permitted by law, product liability), to the user and/or any third party.
Under no circumstance shall Bernstein Crisis Management or Jonathan Bernstein be liable to the user and/or any third party for any lost profits or lost opportunity, indirect, special, consequential, incidental, or punitive damages whatsoever, even if Bernstein Crisis Management or Jonathan Bernstein has been advised of the possibility of such damages.
A service of this newsletter is to provide news summaries and/or snippets to readers. In such instances articles and/or snippets will be reprinted as they are received from the originating party or as they are displayed on the originating website or in the original article. As we do not write the news, we merely point readers to it, under no circumstance shall Bernstein Crisis Management or Jonathan Bernstein be liable to the user and/or any third party for any lost profits or lost opportunity, indirect, special, consequential, incidental, or punitive damages whatsoever due to the distribution of said news articles or snippets that lead readers to a full article on a news service's website, even if Bernstein Crisis Management or Jonathan Bernstein has been advised of the possibility of such damages. Authors of the original news story and their publications shall be exclusively held liable. Any corrections to news stories are not mandatory and shall be printed at the discretion of the list moderator after evaluation on a case-by-case basis.
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