Just about every company, regardless of industry, will experience an embarrassing PR episode. Here are five signs one’s heading your way....
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Public Relations & Social Marketing Insight
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Social marketing, PR insight & thought leadership - from The PR Coach
Curated by
Jeff Domansky
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A study released this week found that only 20 percent of independent K-12 schools require training for those who use social media on behalf of the school. Of the responding schools, only 31 percent have social media policies. Even though 89 percent of schools have a crisis communications plan, only 47 percent of those plans include guidelines on using social media in a crisis.... 
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PR pundits and brand watchers love to create best and worst lists around marketing and communications developments. The emphasis usually falls on the “worsts” – like the most badly handled crisis situations, mangled cover-ups, or PR stunts that backfired....
It’s easy to criticize, but what about giving credit for crises averted or PR battles won? That list is shorter and perhaps a bit less obvious, but here are my nominations....
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Rape charges against Fox host Greg Kelly were dropped. How should he go about getting his reputation back?
...Sometimes, the best thing to do is to not protest too much. Mr. Kelly’s approach is right, and is the best path toward eventually getting his good name back....
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If you work as a social media manager or online community manager you see these all the time … negative comments. When you see them you try at first to plan how to respond, but sometimes have a strong urge to react.
The best tip I can give: don’t take them personally. You’ll run out of energy if you do this.
Here are 6 more tips on how to manage negative comments...
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Most companies wait for a crisis before deciding how they want to respond to a crisis. Too late!
Does your organization have a crisis communications plan that you could actually put into action at this very moment?
All of the hubub surrounding the Susan G. Komen decision to stop funding Planned Parenthood and then their reversal of that decision following a 72+ hour firestorm of public outrage should have scared the bejesus out of you....
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Susan G. Komen for the Cure, the nation’s leading breast cancer advocacy group, has gone into full damage-control mode.
Executives of the embattled Susan G. Komen for the Cure foundation held conference calls with affiliates Saturday to discuss a new strategy for working with supporters, a first step in rebuilding trust after last week’s public relations fiasco surrounding Komen’s off-then-on-again decision to fund Planned Parenthood....
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Lots of people say you should call your politicians to demand change. What about feeding them?
East Haven, Connecticut, Mayor Joseph Maturo, Jr. ruffled a lot of feathers this week when he told a reporter that he would address Latinos' concerns over police discrimination and abuse by "eating tacos." Maturo has since apologized numerous times, but activists around the country continue to take him to task. Some, like Connecticut's Latino and Puerto Rican Affairs Commission, have asked for his resignation. Others have gotten a bit more creative with their protest....
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Speed, sensitivity, and consistency are just a few of the elements necessary for having things go as smoothly as possible during this difficult process.
There is no end to plant closings and layoffs, whether in good economic times or bad ones.
How a company conveys this awful news reflects its values. Every situation is unique, but here are communication guidelines I hope you never need....
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Last week, Erica wrote about how a Facebook promotion landed Timothy's Coffee in hot water.
McDonald’s is suffering a similar fate after losing control over a recent #McDStories hashtagcampaign.
Although it started as a way to engage and share stories about the fast food chain, suppliers and staff, the hashtag instead brought out consumers making fun of and negatively commenting about McDonald’s. (The Huffington Post has a slideshow with some examples of the Twitter backlash.)...
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When organizational crises occur, such as plane crashes or automobile recalls, public relations practitioners develop strategies for substantive action and effective communication.
Now, University of Missouri researchers have found that the way in which news coverage of a crisis is framed affects the public's emotional response toward the company involved....
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You guarantee your clients confidentiality. But then one of them bashes you in the media. The client’s story is false. What should you do?
You represent an organization with a vulnerable client base, say victims of domestic abuse or recovering addicts. As a matter of policy, you guarantee your clients confidentiality.
But then one of your clients bashes you in the media. The client’s story is false.
What should you do? If you respond to the specific charges, you’ll betray your promise of confidentiality and hurt your work with other clients. If you don’t, your organization will be portrayed as clueless, heartless, or downright inept....
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The latest round of damage control initiated in the wake of a Tweet involves pizza, a receipt, and an understandably irritated customer. But once again I’m left wondering if the entire situation should have been handled differently.
For some background, a teenaged cashier at a Papa John’s franchise used a racial slur to identify customer Minhee Cho for a takeout order, and Cho posted a picture of the receipt on Twitter. The picture received thousands of re-Tweets, and Papa John’s did respond to her about seven hours after she posted it.
There are a bunch of issues here. I’ve seen it suggested that seven hours is too long, even though this was on a weekend and involved a franchise....
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Social media is a tell-like-it-is medium, not a create-a-glossy-ad-and-place-it marketing. Therefore, social media requires active, on-going engagement with the potential to elicit negative responses that can cause a PR crisis.
Here are seven ways to respond effectively...
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Shale gas and fracking are considered dirty words in much of Europe – and yet the number of shale gas wells drilled and fracked in Europe remains small. Opposition has surfaced here much more quickly than the infant industry is developing....
The public needs to believe that technological advances and changing standards will ultimately help them keep warm and keep energy bills down....
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Whenever clients tell me they just don't see the need to invest in a crisis management strategy ahead of potential scandals or even as the scandal is unfolding- I will remind them of this story from Reuters about the expense of digging oneself up and out of a hole inaction and poor decision making created....
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...The bottom line is: In this set us free world of social media and virtual protests, nonprofits need to have a crisis management strategy ready to go and be nimble with responses....
[Beth Kanter's advice and case studies are worth reading - JD]
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In PR one of our guiding principles ought to be: You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all...
In fact we increasingly live in a world – fuelled by the ease of expression offered by social media – in which publics can be outraged about everything and anything at the click of a Tweet.
Not only are PR practitioners faced with an increasing number of digital grumpies, but they demand instant gratification. If it has taken them just a few minutes to set up a Facebook group, organise an online poll or start a Twitterstorm, then the clicktivists expect a positive PR reaction in nanoseconds....
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Whether you’re digging your way out of a negative PR avalanche or simply need to scrub a less-than-squeaky-clean outburst, here are tips from branding experts on how to handle public outrage with grace and style....
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Seriously, Komen? You couldn’t have anticipated that ending your relationship with Planned Parenthood might generate some controversy?
As you’ve surely heard by now, the Susan G. Komen Foundation ensnared itself in a major corporate crisis this week after its decision to discontinue grants to Planned Parenthood, a women’s health provider that provides abortion services.
The Foundation (kind of) reversed its decision this morning after suffering overwhelmingly negative coverage – but it even got its reversal wrong....
[Valuable crisis management and media relations insight from Brad Phillips - JD ]
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Handling multiple crises at once is something we in public relations don’t talk about, because it rarely occurs. But it is occurring now with the Carnival Line and the wreck of the Costa Concordia. Here are the crises within the crisis...
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Communicating in an environment of risk is one of the more difficult roles for senior communications strategists....
In a recent article Maule cites research that identifies five key attributes for effective risk communication: competence, objectivity, fairness, consistency and acting in good faith. He cites research that suggests communicators should understand how each stakeholder group looks at risk, and at the world. This may require research in the form of traditional focus groups and surveys, or through metadata from social intelligence that unpacks the public dialogue and what it means for a company, product or issue....
[Valuable crisis management insight - JD]
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Cineplex Australia Pulls Uncensored Twitter Feed After Embarrassing, Foul-Mouthed Tweets...
A movie theater chain is in hot water after an incident with an uncensored Twitter feed on their website.
This is a perfect case study for businesses considering integrating Twitter into their websites, complete with a big flashing “Warning” sign....
[Not just McDs; cautionary tale - JD]
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The pizza chain became a lightning rod for criticism after it insulted an Asian-American woman, and the incident provides crisis lessons for all PR pros.
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During a crisis, the most credible voice may not belong to you. So who’s going to help you by speaking on your behalf?
...Have you identified and written down the names of third party surrogates from outside your organization who might help you defend your brand when a crisis strikes?...
[Smart crisis planning strategy - JD]
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