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David Marriott never visited Amanda Knox during her four years in an Italian prison.
He met her this month, when she stepped off a plane in Seattle.
Yet for Knox and her family, Marriott was as important a player in her ordeal as anyone in the courtroom. As Knox’s publicist, beginning three days after her arrest, Marriott worked to convince the international public that she did not murder her British roommate while studying in Perugia. 
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Social media crises are on the rise, but 76% of those that occurred since 2001 could have been diminished or averted with the proper social media investments, according to a report by Altimeter Group released on Wednesday.
For the report, entitled “Social Business Readiness: How Advanced Companies Prepare Internally,” Altimeter Group analyzed 50 social media crises that have occurred since 2001 and found that those reaching mainstream media have risen steadily through the past decade, with just 1-2 incidents per year in the first five years and a total of 10 social media crises last year alone....
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...Whether you're dealing with bungled distribution channels, a spokesperson scandal, or an environmental disaster, the way you respond has a direct impact on the future of the company.
Here are the seven most common mistakes made by companies during a PR crisis. Avoid them at all costs...
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PR professionals are familiar with the crisis drill, because we’re called upon when crisis strikes and we’re prepared with our crisis plans in place.
Today, executives realize that crisis takes precedence, as their companies are in the public’s critical eye, their brands are the topic of constant conversations and communication travels more quickly than ever before through social media channels.
The difference between the PR crisis manager and the pre-crisis doctor is the ability to use the very channel that causes the crisis, to prevent the situation from either starting or spiraling out of control. It’s one thing to prepare how you would manage the situation but it’s an entirely different strategic process to try to prevent it from happening. Today we’re able to scan, monitor and respond more proactively to all different types of media, including the negative conversations in social media communities. There should be no waiting or hesitation. If two hours of crisis goes by, then those two hours have the potential to lead to serious reputation issues and damage....
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"When you apologize, to have legitimacy for your crisis management strategy, people have to believe the apology is sincere.
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Like most crises, this one was predictable and mostly avoidable. With the volume of passengers and cargo handled by major airlines, missing or damaged luggage is common.
A missing pet should set off crisis management alarm bells all over the place but apparently not at American Airlines.
The story began when Karen Pascoe and her longhair cat Jack arrived at New York’s JFK airport for a flight to California six weeks ago. That’s when the fur began to fly....
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From hurricanes and tornadoes to wildfires, co-ops are harnessing the power of social media to reach out to members during times of crisis.
“Ignore using social media for crisis communications at your own peril,” cautioned Chris Powell, director of public relations at Albemarle Electric Membership Corp.
“Members not only expect real-time information, they expect to be able to respond back to it,” said Powell, adding that members always have the option of creating their own sites offering positive or negative feedback. “Within five years I expect social media to be the dominant force in crisis communications.”...
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With news that a “rogue trader” is responsible for a $2 billion loss, it is clear that Swiss bank UBS faces a huge crisis communication challenge. A number of factors make this challenge even tougher than might otherwise be the case....
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It’s a unique experience to be in New York during the week commemorating the tenth anniversary of the terrorist attacks that made the term “9/11” part of the global lexicon. With measured emotion, this indomitable city remembers a grim moment whose legacy defined a decade and divided the world. But 9/11 was more than a moment of geopolitical significance; it also heralded some fundamental changes in global communication.
In the wake of a disaster, the media are recording history in a hurry, and they are vulnerable to what sociologist Michael Schudson calls “a prose of solidarity rather than a prose of information.” A decade later, we can consider such events with less emotion and more perspective. With this in mind, here are five communication trends that were influenced or accelerated by 9/11...
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My golden rule of public relations is that “if you don't shape your story somebody else will.” We see this in politics all the time. Think John Kerry and the “swift boat” scandal. Whatever your political view we can all agree ....
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