Just a Thought
|"Once again we find ourselves enmeshed in the Holiday Season, that very special time of year when we join with our loved ones in sharing centuries-old traditions such as trying to find a parking space at the mall."
From the Editor
It's officially December, and although Thanksgivmukkah is wrapping up, you're probably well aware that the frenzy surrounding Christmas is only now getting into full swing.
All holidays bring their own potential problems, but we'd like to suggest that you take steps to minimize the prospects of crises ruining the season for you.
Employees are battling each other for time off, many come down with the flu, many more "come down with the flu" (aka use up those sick hours), and the office gets put on the back burner. Not confident you have enough people at the ready to meet stakeholder's expectations? Now is the time to talk to a temp agency to reserve some extra help.
From ice and rain leaving entranceways slippery, to the issues raised by the sheer number of humans attempting to maneuver cars and bodies through gridlocked crowds, are your standard safety procedures enough to keep everyone out of harm's way?
3. Minding your manners
In the push to grab attention, more and more organizations are landing themselves in hot water due to putting out advertising that offends one group or another. In addition, social media is exposing bad behavior by employees like never before. Don't be the company that gets itself boycotted in this big-money month, and ensure your brand is being represented well by everyone from the guys in valet parking to those in the C-suite.
While we frequently advise organizations to create plans to manage various categories of crises, a month where emotions run high and large amounts of money change hands deserves its own special considerations. Don't delay until after everyone's checked out mentally. Take advantage of this week to get the ball rolling before it's too late!
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Thank you, and read on.
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By Erik Bernstein
We're always saying that Reputation is Your Most Valuable Asset, but do you understand why? This great infographic will help explain.
Crisis Management Case Study: Miami Dolphins Bullying is a review of the ugly situation involving veteran NFL player Richie Incognito's abuse of rookie teammate Jonathan Martin.
Having to tell your customers the great deal they just picked up was due to a website error can bring major negative PR. We discuss United Airline's approach to a recent situation in United Gets it Right with $0 Ticket Crisis Management.
Cruise lines have had a rough time over the past year, but they're not all failing to cope with disaster. Crisis Management Lessons from Royal Caribbean highlights the steps that helped one make it through a scary fire incident.
The Honorable John Marshall teaches us why listening is a powerful way to increase your influence in Crisis Management Quotables...on the Secret Power of Listening.
Really? Sending your maintenance crew to paint over logos on a plane after it skidded off the runway? Hey Thai Airways, it's not 1950 Anymore!
College Courses in Crisis Management are popping up all over the globe, and we're excited to see what new ideas and innovations the next crop of crisis pros comes up with!
With the major role social media plays in the business world, who doesn't need A Social Media Crisis Management Primer?
The Evolution of PR has been all about digital. Even for those of us who were along for the ride it's astonishing to see how far we've come!
In an interesting approach to social media PR, Allstate's Mayhem Tries to Take Down Twitter with a massive spam of - get this - whale factoids. Did it catch your attention, or was this just another silly stunt?
It's important to protect your good name online, but there are definitely some things that will land you in hot water. Learn the Do's and Don'ts of Online Reputation Management before you venture out to defend yourself.
Erik Bernstein is a freelance writer, editor of Crisis Manager, Social Media Manager for Bernstein Crisis Management, and consultant/trainer at Bernstein Social Media.
|Apropos of Nothing|
Social Media Training
Want to get your feet wet with social media but don't know where to start? Maybe you have accounts, but aren't sure what to post, or how to reply?
Being active on social media is a must these days, but you have to do it right. Erik Bernstein, Bernstein Crisis Management's Social Media Manager, now offers social media training sessions in person or via Skype for groups and individuals.
For questions or pricing info, please email email@example.com
Bernsteins Available to Deliver Free Guest Lectures, Q&A Sessions
Jonathan alone, or the team of Jonathan and Erik Bernstein, are available at no charge to deliver guest lectures and host Q&A sessions with college classes via Skype or Google Hangout. Our latest presentation was to a graduate-level Healthcare Marketing course at Cal State Long Beach.
The lectures are fun for both us and students, and we're more than happy to allow recording for your future use. All you need at your end is a single computer with webcam and a strong broadband connection for us to appear in your classroom in real-time.
Contact us for more info!
Attention Corporate Boards of Directors (and those who serve them).
If you're connected with a corporate board of directors in some way and think that board would benefit from having a veteran crisis management pro amongst its membership, please contact me. -- Jonathan
(aka blatant self-promotion)
Are your employees putting your company at risk?
Most people don't recognize a well-crafted online phishing scam when they see one, and that's exactly what cybercriminals count on.
With more than 500 million phishing emails being sent every day, and the increasing use of uncontrolled environments for accessing and sharing sensitive data, the need for proactive training has never been greater.
You can help your organization fight back by changing the way security training is done. Here's our process:
- Assess: Even before training begins, a simulated attack is launched on your employees. This not only helps you to assess current vulnerabilities, it also helps motivate employees to learn because they immediately realize how susceptible they are to an attack.
- Train: Our tactile approach to learning is proven to reduce employee vulnerability. Each 10-minute interactive and game-based module presents realistic examples and practice to engage your employees, improve their cyber security knowledge, reinforce learning, and measurably change their behavior.
- Measure: Data collected during training enables you to measure and report on the progress of your employees' learning. You'll know which employees are strong, and which are weaker in their cyber security knowledge - not just whether they completed the online training.
Don't let your employees fall for phishing scams hook, line, and sinker. Teach them how to recognize and avoid today's most advanced attacks before it's too late.
Learn more! Our always-available, cloud-based training content is available in 7 languages. For pricing and demonstration information, contact firstname.lastname@example.org
Expanded Crisis Manager Bookstore
We've recently expanded the Crisis Manager Bookstore to include offerings from esteemed colleagues like Melissa Agnes, Gerald Baron, Chris Syme and Jim Lukaszewski that cover topics from crisis communication and traditional PR to social media and cutting-edge crisis management. We'll be adding other authors we admire in the weeks ahead.
Visit the new Crisis Manager Bookstore to see all of the material available now!
Keeping the Wolves at Bay: Media Training
Learn how to deal with traditional or social media during a crisis in this educational and entertaining guide from Crisis Manager publisher Jonathan Bernstein. $25 for the hard copy and $10 for the PDF.
Head to the Crisis Manager Bookstore for more information and/or to purchase.
Manager's Guide to Crisis Management
Whether you're a seasoned manager, aspiring up-and-comer, or student of crisis management, Jonathan Bernstein's textbook, Manager's Guide to Crisis Management (McGraw-Hill, 2011) will put you in control of any situation.
Looking for a Turn-Key Social Media Solution?
Missing out on all the promotional, SEO and reputation management advantages of being active on social media platforms? Hire someone to be your voice...like Erik Bernstein, editor of Crisis Manager. He's the one largely responsible for keeping the Bernstein Crisis Management website and social media accounts highly ranked and popular and can do the same for you, while creating a set of valuable social presences that can be turned over to your full control at any time
Guest 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.
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: email@example.com
Erik Bernstein is editor of Crisis Manager and is also Social Media Manager for Bernstein Crisis Management, Inc.
Write to Erik at: firstname.lastname@example.org
Legal Disclaimer (aka the small print)
All 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.