I used to be a big Rachel Maddow Fan, but.. There are, in my opinion, four ways one can be dishonest: By Commission – in its simplest form, saying that black is white. We have a lot of that going …
Crisis Management Quotables…on Expectations and Reputation
Why failing to meet expectations is a fast track to reputation ruin Our Crisis Management Quotable series frequently takes quotes from famous philosophers, political figures, or writers. While those are fantastic, sometimes we like to give it to you straight …
Crisis Management: Reducing Severity and Impact of Recalls
Catching product issues before they create big problems is key to reducing the reputation impact of recalls There has been a serious increase in recalls over the past several years. In large part this is due to greater awareness – consumers …
Jonathan Bernstein Talks Chipotle with APM’s Marketplace
Discussing the popular chain’s food norovirus contamination crisis Chipotle seemed to be on the verge of navigating its way out of reputation woes brought on by an outbreak of illness in recent patrons spanning seven states. That is, until 80 …
More Giveaways from Bernstein Crisis Management
Sharing valuable lessons with the community As announced recently, we decided to start giving away the formerly $10 PDF version of Jonathan Bernstein’s media training manual, Keeping the Wolves at Bay. Now, from Bernstein Crisis Management’s Home Page, you can choose …
We’re Giving Away “Keeping the Wolves at Bay”
KEEPING THE WOLVES AT BAY MEDIA TRAINING MANUAL NOW FREE TO ALL September 16, 2015 – Monrovia, CA — Keeping the Wolves at Bay, the widely used media-training manual published by Jonathan Bernstein, president of Bernstein Crisis Management, Inc., is …
Allegiant’s Emergency Landing Puts Reputation at Risk
Poor communications and a questionable explanation leaves the airline’s most valuable asset in danger Allegiant Airlines’ emergency landing at a then-closed Fargo, ND airport raised serious questions about safety. And, when your organization revolves around carrying passengers some 30,000+ in …
Crisis Management Best Practices to Combat Cyberbullying
Jonathan Bernstein shares his take on the intersection of crisis management and cyberbullying Whether it’s nuisance behavior like derailing social media conversations or more serious attacks such as releasing personal information and sabotaging review sites, cyberbullying can, and does, create …
Cyberbullying – a Crisis Management Issue
A growing concern among business owners Cyberbullying has grown from a niche subject into a hot topic over the past few years. While initial discussion of cyberbullying focused on interactions between young people, today businesses can be, and are being, …
Understanding How Audiences Use Social Media
Know the communication tools your stakeholders prefer Knowing how whatever audience you’re trying to communicate with is using social media is an essential part of crisis management today. Let this infographic by DocStoc get you started on some crucial learning …
Crisis Management Quickie: Crisis Prevention through Policy
Clear policies can help stop crises before they ever start Having policies for easily predictable situations or scenarios is one simple way to prevent crises. Whether it’s laying down specific guidelines for how employees may discuss your organization on social …
Sometimes People Die
Losses are best handled with a plan made in advance People die. It’s an uncomfortable reality, but that doesn’t mean you can ignore it. When you’re putting together crisis management plans you have to face a number of unhappy thoughts, …
Learning from the OPM Data Breach
Doing nothing is not a crisis management strategy that produces results The Office of Personnel Management breach is attracting a lot of attention thanks to the staggering number of federal employees possibly affected – nearly 18 million the last time …
PayPal’s User Agreement Faux Pas
Unclear wording created a PR crisis for the payment service PayPal found out firsthand the troubles incautious wording can cause after not only customers, but also industry regulators, voiced their concerns about its new user agreement. In it, PayPal appeared …
Negative Customer Experiences Lead to Crises
Don’t let negative encounters become crises Negative customer experiences are often passed off as someone “having a bad day” or excused with statements like, “nothing would make them happy”, but the reality is that dismissing these incidents is setting yourself …