Ono the Ostrich CRISIS MANAGER
The Internet Newsletter about Crisis Management

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

© 2017 Jonathan Bernstein

Pokémon No-Go

Volume XVIII, Number 7

July 31, 2017

Just a Thought

"Sometimes people in our profession get called 'spin doctors' but I consider 'spinning' to be the use of communications to obfuscate the truth. I prefer 'positioning,' meaning the use of communications to help stakeholders understand you as you wish to be understood."
- Jonathan Bernstein

From the Editor
This month's Pokémon GO Fest drew some 20,000 gamers to Chicago's Grant Park, and provided some crisis management lessons that all event planners should pay close attention to.

This was supposed to be the first big event from Niantic, the company behind the popular mobile game. Instead, many attendees never got to play at all. According to reports, lines to enter stretched around the block outside even hours after the event's start. Worse, within 20 minutes of the event officially opening every cell network in the area was down. The game itself was having issues as well, frustrating players who had traveled to the event specifically to find and capture rare Pokémon Niantic had promised to make available.

Before you say, "So what, it's just a game?", stop and consider that Pokémon GO made nearly a BILLION dollars for Niantic in 2016 alone.

In other words, this game is big money. So for Niantic to drop the ball on its first major event is no small thing (though it's not unusual - there are certain types of problems endemic to companies that grow very quickly and this is one of them). A few lessons from this hot mess that can be applied to any event:

  1. Plan for predictable issues.

    Holding a mass mobile gaming event? Expect that the area's cell towers, or your game's servers, will probably be pushed to or past capacity. Figuring how how to get around that hurdle should have been a priority, not an afterthought. Every event has predictable issues, identifying yours and putting plans in place before it's go time is a step you can't skip.
  2. Have backups in place for all essential people and systems.

    People no show, and things fail. Critical staff can be ill or simply not come to work. Internet service or power can and do go out. Heck, we've seen events where the plumbing stopped working partway through. If you don't have a backups ready to cover all essential personnel and must-have systems you're asking for trouble.
  3. Spend the money.

    Many of the most damaging issues seen at events are a result of organizers cheaping out. Data shows that a single negative search result for your organization's name can result in a 22% drop in business. Two or more, 44%, and it climbs from there. Is it worth saving a bit on preparations if the problems you create result in such a sensational story that half of your customers are chased away? I think not.
Events are supposed to be your organization's time to shine, not a chance to get dragged through the mud. Make sure you have the necessary precautions in place or risk your own fests becoming a no-go zone.

- 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.

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:

Company leadership is being scrutinized like never before. Why Your CEO's Ethics are More Important Than Ever explains the importance of having a strong moral compass at the head of any organization.

Crisis Management Analysis: Uber's Road Ahead breaks down the challenges facing the embattled ridesharing company and what the board of directors intends to do about it.

Speaking to the press is a daunting task even for the most experienced of communicators. These 4 Quick Media Training Tips won't make you a pro overnight but they are a great place to start your journey to "interview ready".

Twitter troubles and Facebook foibles are in the headlines every day. Despite that, many organizations still answer "yes" when asked the question, Are You Neglecting Social Media Crisis Management?

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)
What if you could quickly find out how your stakeholders perceive you during a breaking crisis?

Bernstein Crisis Management now uses online surveys and other tools to get immediate stakeholder perception feedback, during a breaking crisis, with the option of continuing to monitor perception post-crisis.

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!

Keeping the Wolves at Bay, the widely used media-training manual published by Jonathan Bernstein, is available for free, as well as other useful publications.

To visit the download page, click here.
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
Featured Blogs
Quick Links

Bernstein Crisis Management, Inc., 700 S. Myrtle Ave, #404, Monrovia, CA 91016
Sent by jonathan@bernsteincrisismanagement.com in collaboration with