Crisis Management Lessons From United’s Debacle

United Airlines continues to generate bad publicity days after a man was violently dragged off a Chicago, IL to Louisville, KY flight due to the flight being overbooked and room being needed for 4 flight crew.  The entire incident was filmed by other passengers with their smartphones.  The man was bloodied as he was dragged ..

Is Your Brand Ready for A Social Media Crisis Based On Today’s Politics?

Social media drives narratives.  That cannot be said enough.  Social media can also create a crisis where none existed.  Many brands are finding this out firsthand in the current politically charged and polarized environment. Today’s consumers expect brands to tell a story and share their values including their political values.  Many brands have for years ..

#JusticeForBradsWife and Cracker Barrel: What Not To Do In A Social Media Crisis

Social media creates news – both positive and negative.  Businesses of all sizes are finding out that social media posts can create a crisis where one did not exist.  How a business responds to such a post can determine if it becomes a crisis or not.  The saga of Cracker Barrel and Brad’s wife is ..

Why Staying True To Your Brand Story Is Critical During A Crisis

The other day, I wrote a crisis communications strategy for the Trump White House.  It was the conventional crisis communications strategy that would normally apply for any Administration facing the issues that President Trump confronts.  Yet in another sense, he doesn’t need a conventional crisis communications strategy and if he followed one it would actually ..

#WhiteHouse…In Search of a Strategic Crisis Communications Plan

Every presidential administration just like every business needs crisis communications at some point.  For the Trump Administration, the need is coming earlier than most (not even a month into the Administration).   The Administration has been beset by numerous mistakes (Michael Flynn, alternative facts, the CIA visit, the Australia phone call) that have overshadowed its successes.  ..

Regardless of Size, All Companies Need A Crisis Communications Strategy

Small and medium sized businesses while knowing they need a public relations strategy often do not include a crisis communications plan in that strategy.  Many of these businesses believe crisis communications plans are only for major corporations and they will never face a crisis that needs a detailed response.  In this highly polarized political climate ..

Hillary’s Communication Strategy for the ‘October Surprise’

Every election cycle October is known as the month of ‘the October Surprise’ designed to upend the polls and change the election dynamics.  This year, ‘the October Surprise’ came on October 28th for the Hillary Clinton campaign when FBI Director James Comey informed Congressional leaders that the FBI was reopening the investigation into Hillary Clinton’s ..

Brangelina Breakup Sees PR Strategies Play Out

Celebrity divorces are always high profile news stories.  And when the celebrities divorcing have a word that describes their pairing – Brangelina – and are Brad Pitt and Angelina Jolie, you can expect nonstop media coverage.  Celebrity divorces also use public relations to sway public opinion and force a settlement. We saw the public relations ..

#MelaniaTrump Speech – A Crisis Communications Lesson

The first night at the Republican Presidential Convention was supposed to highlight Melania Trump, Donald Trump’s wife and introduce the next potential First Lady to millions of Americans. Also it was hoped that Melania’s speech would start to soften the image of Donald Trump and allow voters a glimpse of the private man. With polls ..