“It Can’t Happen Here”
[by Nora Jacobs] Over the years, we’ve spoken to countless clients about the crisis threats their organizations might face. Many willingly accept that their business might be struck by an act of God — tornados, floods and fires most often come to mind. But a surprisingly large number of clients seem to feel immune to […]
6 MORE Steps to Take When the Media Get It Wrong
[by Bruce Hennes] In my last post on this subject, we started with George Clooney publicly pointing the finger at The Daily Mail for publishing a story he said was untrue from start to finish. We then discussed pausing before acting, handling small errors of fact, egregious errors, using blogs, submitting short statements to media […]
Did Ebola Kill a Hospital’s Reputation?
[by Howard Fencl, APR] For all the things we do not yet know about the deadly Ebola virus, we do know this: it mercilessly attacked Texas Presbyterian Hospital’s reputation. No hospital in the United States had yet diagnosed a patient with Ebola when Thomas Duncan showed up sick at the Dallas hospital on Sept. 25. […]
6 Steps to Take When the Media Get It Wrong
[by Bruce Hennes] Recently, George Clooney publicly pointed his finger at The Daily Mail for publishing a story he said was false from start to finish. By doing so, the famous actor exponentially drove more readers to the original offending article than might otherwise have occurred. Did he do the right thing? What if this […]
Risky Business
[by Bruce Hennes] According to Reputation Dividend, a company that helps quantify the economic value of reputation for publicly held businesses, few CEOs would argue that their corporate reputation isn’t one of their company’s most precious assets. Giving thought to the difference between ‘brand’ and ‘reputation,’ Sandra Macleod writes, “The value and importance of a […]
Dear Mary Barra – Tuning Up GM’s Reputation Repair
Dear Mary, Thank you for your letter about the GM recall repair work for my car’s faulty ignition. You may be glad to note that I was not among those killed by this manufacturing defect. I am glad to note that you have been only scorched, and not immolated, by the firestorm this crisis has […]
Did Ohio State Do the Right Thing by Firing the Director of the Best Damn Band in the Land?
[by Bruce Hennes] Put aside for the moment IF the band director for Ohio State University’s storied marching band should have been fired. Certainly, one can make the argument that under university policy, the university administration had a strict and legal “duty to act.” And under the Civil Rights Act, provisions in Title IX prohibiting […]
RE:RE:RE:RE:RE: Getting Your E-mail Read
[by Howard Fencl, APR] In a crisis, wading through my Outlook inbox looking for important new information a client must communicate is a monumental challenge when that new nugget is buried in an impossibly long e-mail chain, and the subject line is something like: “RE:RE:RE:RE:RE: Your E-mail.” We evangelize the use of messages in media […]
LeBron James Wins Big in the Court of Public Opinion
[By Bruce Hennes] The way LeBron James announced his return to Cleveland was brilliant. Yes, the past includes lots of hurt feelings by fans and baggage with Cavs owner Dan Gilbert, but LeBron decisively dealt with it all, head-on and eye-to-eye. Was the announcement scripted and stage-managed? You bet. But anyone can stage-manage an event […]
10 Ways to Prepare for a Crisis
[by Nora Jacobs] We’re unaware of any insurance policy you can buy that will protect your organization from experiencing a crisis. There are, however, several proven steps you can take to significantly enhance your crisis response capabilities. Here’s a short checklist to get you started: 1) Assess your threats. Determine the most likely events your […]