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Ono the Ostrich CRISIS MANAGER
The Internet Newsletter about Crisis Management
Editor: Erik Bernstein
Publisher: Jonathan Bernstein

"For Those Who Are Crisis Managers,
Whether They Want to be or Not"


ISSN:1528-3836
© 2016 Jonathan Bernstein

How Expectations Impact Reputation


Volume XVII, Number 8

August 31, 2016

Just a Thought

"When the shit hits the fan, or is about to, is the wrong time for a CEO to build team consensus. It's a time for rapid and decisive action."

- Jonathan Bernstein

From the Editor
Everyone has expectations of the organizations and individuals they interact with. And, when those expectations are not met (whether they were defied intentionally or not is inconsequential), people get upset.

This past week our own Jonathan Bernstein collaborated with Grayson Brulte, President of Brulte & Company and Co-Chair of the City of Beverly Hills Mayor's Autonomous Vehicle Task Force, to author an article discussing this very issue. Here's a taste:

"Let's look at what happened when the Wright Brothers were pioneering the art of flying.

On Thursday, September 17, 1908 Orville Wright took Lieutenant Selfridge, a West Point graduate who was one of the army's most knowledgeable aviation specialists for a flight. After a few minutes, the plane crashed and Lieutenant Selfridge perished in the crash and Orville Wright was seriously injured. Orville's passenger that day was supposed to have been President Theodore Roosevelt.

This unfortunate accident did not slow down The Wright Brother's determination. Instead, Wilbur Wright grabbed the bull by the horns and continued to test, build and modify planes.

While The Wright Brothers faced uncertainty after the crash, they did not let an unfortunate accident turn into a crisis that would derail all of their efforts and an entire budding industry. Instead the brothers went on to change history forever."

Although the article speaks directly to the burgeoning autonomous vehicle industry, the principles are not industry specific. Stakeholders - whether they are employees, investors, regulators, or customers - have certain expectations, and if they are not met you can expect reputation woes to follow.

- EB

Interested in reprinting BCM articles or blog posts?
We're happy to give permission for material to be reprinted in hard copy or online!

If you find something you would like to reprint, simply submit a request to jonathan@bernsteincrisismanagement.com.


Blogs

The Bernstein Crisis Management blog, along with our blog at the Free Management Library are frequently updated and filled with case studies, advice, and the latest news on techniques, threats, and more.

Here, we share a look at some of the most popular posts from recent weeks:
Now more than ever, company leadership is directly connected to stakeholder trust. Crisis Management Quotables...on CEOs as Brand Ambassador explores this connection with help from a quote from a true expert in their field.
5 Easy Ways to Guard Your Online Reputation is a quick read that shares a few steps anyone can take to get on top of reputation management in a hurry.
Failing to come prepared for predictable issues is a quick road to crisis. Snapchat and the Story of Predictable Questions looks into a repeat controversy for the social platform, and what the implications of similar troubles could be down the road.
Your obligation to protect personal data could be, and in many cases is, greater than you think. Crisis Prevention: Guarding Personal Info in the Workplace explains this risk and how to best mitigate it for your organization.

Ransomware attacks will continue to be popular as long as they're profitable. With no sign that they're going away, it's time to focus on Mitigating the Impact of Ransomware Attacks.

Do you have a topic you'd like to see featured in our blogs? Send an email to erik@bernsteincrisismanagement.com and there's a good chance you'll be seeing it right here in the next issue!

Business Announcements
(aka blatant self-promotion)
New: Survey-Based Vulnerability Audits

A comprehensive vulnerability audit is one of the most effective ways to spot current or potential issues that could lead to damaging crises, and now we've figured out a way to significantly reduce both the time and costs associated with traditional in-person audits!

Our new survey-platform-based comprehensive vulnerability audit is designed around a customized platform which allows us to deliver our audit questions to the right people via online survey. The process is completely confidential, while allowing participants to respond on their own schedule - to include being able to save and return to the survey - and even allowing if/then direction of respondents to certain categories of questions based on their positions/access to different types of information. A demo is available on request.

Are There Any Holes in Your Crisis Planning?

Your organization may well have crisis prevention and response-related plans in place - but are you sure they're going to cover all the bases? Bernstein Crisis Management's Crisis Document Audit is a low-cost, flat-rate service which will quickly provide you with a comprehensive analysis of your existing plans and recommendations for improvement.
Contact jonathan@bernsteincrisismanagement.com for more information.

We're Giving Away Keeping the Wolves at Bay and other crisis publications!

Several new items have been added to our FREE crisis management library, including Keeping the Wolves at Bay, the widely used media-training manual published by Jonathan Bernstein.

To visit the download page, click here.

Exciting New Services from Bernstein Crisis Management

We are are proud to introduce two new services that will allow us to better meet the needs of our clients!

First, from entering new markets to defending billion-dollar established industries, BCM's public affairs practice, led by twenty year veteran Greg Brooks, will help you win the battle for the hearts and minds of audiences from City Council to the halls of Congress.

Our second addition is based on the belief that an important piece in managing a crisis includes attending to the emotional reactions that influence the outcome. Presented and facilitated by Steven Degelsmith, Ph.D., our focused human factors in crisis management service will equip you with the tools you need to handle even the most volatile of situations.
Social Media Crisis Training

A solid social media manager has quickly become a must-have for organizations of any size, and can make an immense difference by driving in customers and building your positive reputation online.

The problem is, the vast majority are simply not equipped to even identify building crises, much less take the steps necessary to cope with and mitigate the damage that can result.

That's where we come in.

Bernstein Crisis Management is now offering crisis management training for social media managers, both independent and in-house, as well as social media firms.

For an overview of our services, estimates, or more information, contact erik@bernsteincrisismanagement.com


About Us



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:

Erik Bernstein is vice president of Bernstein Crisis Management, and editor of this newsletter. Working in crisis management since 2009, Erik has watched the internet and social media change the field. Today, he brings that experience to bear assisting clients to protect and grow their reputations using tactics based on real-world knowledge and experience.

Write to Erik at:




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.

In This Issue
Just A Thought
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