5W PR

APRIL 5, 2025

Recent studies show that 95% of business leaders expect their organizations to face a crisis, yet only 49% have a crisis response plan in place. A well-structured crisis management approach combines preventive measures, response protocols, and recovery strategies to maintain business continuity during challenging times.

Crisis Management 60

Crisis Management Crisis Crisis Communications Resources 60

Onclusive

AUGUST 22, 2017

It’s also common for specialized agencies to be hired on a project basis for repositioning or when market research is required. The PR pro may media train spokespeople themselves or hire an outside agency or consultant to lead a one-time session. Crisis Communications. Managing PR Agencies. Internal Communications.

Media Training 397

Media Training Crisis Communications Conference Corporate 397

Onclusive

JUNE 29, 2018

This month, AirPR hosted the webinar “How to Protect Your Brand in a PR Crisis.” From Facebook to Starbucks, no brand is safe from a communications crisis. How crisis communications has changed. A crisis can accelerate more rapidly and responses from your brand need to occur quickly. Understand your audience. Be flexible.

Crisis 186

Crisis How To Brand Branding 186

5W PR

MARCH 18, 2025

Managing a public relations crisis in health technology requires careful planning, swift action, and clear communication to protect both patient safety and organizational reputation. Document all protocols in a crisis communication playbook that’s regularly reviewed and updated.

Crisis 60

Crisis Healthcare Crisis Communications Crisis Management 60

Melissa Agnes

OCTOBER 22, 2014

Some of the most important and rewarding work I do is in helping the public service sector, be it police agencies, fire departments, cities and municipalities, hospitals, emergency management departments and others, better plan and prepare for a crisis or emergency situation. Crisis Management Resources In the News'

Conference 228

Conference Social Media Crisis Crisis Management 228

Onclusive

AUGUST 9, 2021

It’s not uncommon for specialized agencies to be hired on a project basis to help with specific repositioning or market research. The PR pro may train spokespeople themselves or hire an outside agency or consultant to lead a one-time session. Crisis Communications. Managing PR Agencies. Internal Communications.

Training 370

Training Media Training Crisis Communications Corporate 370

5W PR

NOVEMBER 12, 2024

Crisis Management In times of crisis, PR is crucial in mitigating damage and restoring public trust. A well-prepared PR team can formulate effective crisis communication strategies, handle media inquiries, and provide timely updates.  Ensure timely and effective responses to customer inquiries and issues. Anticipate

Product Launch 78

Product Launch B2B Industry Case Study 78

Ronn Torossian

NOVEMBER 16, 2022

On one hand, these platforms have allowed companies to clearly demonstrate their excellent customer service through direct dialogue. However, on the other hand, the same platforms can create a PR crisis in a matter of a few minutes if […]. The post Responding to Public Criticism appeared first on.

Publicity 195

Publicity Customer Service Crisis Social Media 195

5W PR

MAY 27, 2024

In an age where brands are always in the public eye, a single misstep can rapidly escalate into a crisis, harming trust and tarnishing reputation. However, armed with the right crisis PR strategy, brands can not only weather these storms, but also come out stronger. Customer loyalty Customers are at the heart of every business.

Crisis Management 88

Crisis Management Crisis Brand Branding 88

5W PR

JUNE 15, 2020

However, when mistakes are made, all of those benefits can act against the brand, amplifying a momentary lapse and creating a monumental PR crisis. Let’s take a look at how brands should use the tools available on social media to mitigate a PR crisis and move forward to re-establish the brand’s reputation.

Crisis 113

Crisis Digital PR Retail Reputation 113

5W PR

FEBRUARY 27, 2025

These teams develop response templates, maintain media relationships, and create crisis communication plans that activate the moment safety concerns surface. The 2007 lead paint recall crisis showed how proper coordination between Mattel and the CPSC helped restore consumer confidence through consistent, transparent updates.

Communications 78

Communications Education Consumer Crisis 78

Shift Communications

SEPTEMBER 26, 2014

Of the many things that play into a brand’s reputation, there are a few that you have control over: customer service, your online presence, and corporate social responsibility. Happy customers and word of mouth referrals lead to an increase in sales, which are worth more in the long run than advertising. Photo Credit: Forbes.

Reputation 137

Reputation Brand Branding Customer Service 137

ImPRessions - Crenshaw Communications

JANUARY 5, 2017

According to The Holmes Report, only 27% of agency leaders responding to the survey think the term “public relations” will clearly and adequately describe the work they do by the year 2020. They must offer ideas and inspiration, not just great products and services. billion over the next five years.

Trends 124

Trends SEO Leadership Print 124

Prohibition

JANUARY 24, 2022

Having a crisis communication plan in place ahead of time reduces confusion, ensures an effective communication flow, and improves messaging timeliness during or after a crisis. The basics of good crisis communications are the same for every company. The basics of good crisis communications are the same for every company.

Crisis Communications 62

Crisis Communications Crisis Agency Communications 62

Stephen Waddington

MAY 9, 2020

Organisations typically have one of two responses to a crisis: they either go silent or they over communicate. You’ll have observed examples for yourself during the COVID-19 crisis. The best responses are rooted in listening, engaging and providing support to customers. It’s a great means of engaging customers during lockdown.

Brand 157

Brand Branding Travel Government 157

Stuart Bruce

JULY 15, 2014

For example, last autumn, an initiative by British Gas, which is owned by FTSE 100 group Centrica, to use its Twitter account to promote customer service was greeted by hundreds of tweets pouring scorn on the company’s decision to raise energy prices ahead of winter.”.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

Stuart Bruce

OCTOBER 30, 2014

Stuart Bruce speaking at the IATA Crisis Communications in the Social Media Age conference. (c) This morning I gave a keynote at the global ‘Crisis Communications in the Social Media Age’ conference in Istanbul. Sorrel doesn’t think so: “Ad agencies do say they can do this stuff, but they can’t.”. c) Donald Steel.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Cision

MAY 26, 2016

It’s sitting down, researching, thinking, banging your head against the keyboard, coming up with an idea, thinking you’ve struck gold, realizing something better already exists, falling into an existential crisis, and on and on and on. Figure out what it’s about (marketing, sales, customer service, elephants?).

Analytics 200

Analytics Energy Google Customer Service 200

5W PR

JUNE 6, 2017

Before talking about building trust after a crisis, let’s at least mention the need to build trust with your clients and customers on an ongoing basis. Part of that will be in friendly and helpful service and part will be in integrity and honesty. Nature of the Crisis. Or if not, more likely to forgive faster.

Crisis 76

Crisis Publicity Policies Airlines 76

Onclusive

NOVEMBER 8, 2023

Companies often hire specialized agencies on a project basis to assist with specific repositioning or market research. The PR pro may train spokespeople themselves or hire an outside agency or consultant to lead a one-time session. Crisis Communications There were some serious PR blunders in 2020.

Training 195

Training Media Training Crisis Communications Corporate 195

Melissa Agnes

JANUARY 27, 2015

There is currently a huge divide between police officers / agencies and the communities they serve. Yes, there are some police officers and agencies out there doing it right, but for the most part, there is chaos and confusion and negativity and frustration – on both sides of the divide. Tweet this!)

Community 100

Community Crisis Management Crisis Crisis Communications 100

Shift Communications

MAY 22, 2017

A company with excellent predictive analytics will have a significant advantage in cost reduction and customer service over a company which guesses at when demand will be highest. For companies without an effective data science practice, crisis communications will be an ongoing trial.

Publicity 166

Publicity Analytics Data Advertising 166

Melissa Agnes

OCTOBER 22, 2014

Some of the most important and rewarding work I do is in helping the public service sector, be it police agencies, fire departments, cities and municipalities, hospitals, emergency management departments and others, better plan and prepare for a crisis or emergency situation. Register now!

Conference 100

Conference Social Media Media Crisis 100

Prohibition

DECEMBER 9, 2021

In the midst of a crisis, reputations that have been so hard to build can be easily destroyed and the effects can be hard to undo. It doesn’t take much to provoke a crisis, sometimes just a simple mistake on social media can be enough. How to prepare and fix a PR crisis. This is where effective PR crisis management comes in.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

5W PR

SEPTEMBER 7, 2017

Whether it’s a simple customer service issue, or a large-scale communications crisis, addressing issues honestly wins consumers’ trust. Sharing as much information as possible and letting consumers know that you’re working to deal with a problem does much to assuage concerns and triage a crisis.

Trends 108

Trends Airlines Social Media Crisis 108

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. To help you create your social media marketing strategy, we have 15 of the top social media trends you need to follow in 2019!

Social Media 156

Social Media Trends Media Instagram 156

ImPRessions - Crenshaw Communications

OCTOBER 11, 2017

These early arrangements can include a junior in-house employee or possibly a “shared” situation where the PR function is wedged into marketing or even customer service. Media training is one of the key benefits that a professional agency provides. A company crisis is looming.

Company 136

Company Interviews Reputation Privacy 136

Shift Communications

NOVEMBER 16, 2017

Since the advent of the social media era, handling criticism has been one of the top requests made of PR professionals and agencies by brands and companies. Legitimate critics will complain about their experience in a way that reveals a discernible issue such as long wait times, poor customer service, etc. Do it quickly.

How To 84

How To Crisis Communications Crisis Customer Service 84

Stephen Waddington

DECEMBER 2, 2019

It’s indicative of the fact that outside of customer service social media engagement has largely become a paid activity. Budgets for monitoring and listening to customers have fallen by 9% this year. Voice/search apps have taken over chatbots as one of the areas in which agencies need more education.

Digital PR 78

Digital PR Report Communications Crisis Management 78

Sword and the Script

APRIL 23, 2019

The report broke out answers from CEOs and in-house communicators to some of those questions for comparison purposes which reveals gaps (the demographics section reported 760 of the PR respondents came from in-house communications teams – and the rest from agencies). 1) A Difference in Communications Goals.

Technology 150

Technology Study Communications Survey 150

Shift Communications

AUGUST 28, 2017

More often than not, we’re reacting to the latest and greatest, from crisis communications (when the news is bad) to rapid response/newsjacking (when the news is good). cta] The post {PR}edict: Predictive Analytics and the Future of PR, Part 1 appeared first on SHIFT Communications PR Agency - Boston | New York | San Francisco | Austin.

Analytics 96

Analytics Software Technology Data 96

5W PR

OCTOBER 10, 2024

Positive media coverage significantly enhances a brand’s credibility and visibility, attracting new customers and driving bookings.  Crisis Management Even the most successful brands can face challenges. Transparency, honesty, and timely communication are key elements of effective crisis management. 

Consumer 78

Consumer Brand Branding Crisis Management 78

Waxing UnLyrical

APRIL 11, 2012

Getting media trained helps you stay on message and bridge back to you talking points without sounding like a robot or some disingenuous suit – a *big* problem to avoid when you’re in crisis mode. Take the time to develop a crisis communications plan. Nothing says, “I care more about money than customer service” than that.

Media Training 70

Media Training Crisis Training Crisis Communications 70

Sword and the Script

JANUARY 3, 2023

Crisis management: When an organization faces a crisis, PR practitioners may work to minimize the damage to the organization’s reputation by managing the flow of information and communicating with the public. She is the co-founder of Mooloop, a social media agency, and is a frequent speaker on PR and social media topics.

Interviews 113

Interviews Publicity Technology Social Media 113

Polaris

SEPTEMBER 4, 2014

And if your business is faced with an issue, one misstep could turn it into a full-blown crisis that threatens your organization’s very existence. They cite examples of start-up companies that were charged $10,000 per month (or more) for PR services. You can certainly pay that much to retain a large multinational PR agency.

Publicity 100

Publicity Interviews Reputation Construction 100

Solo PR Pro

OCTOBER 16, 2018

Gayle Lynn Falkenthal, APR of the Falcon Valley Group , recommends: “Check all current plans and update for 2019, including your strategic communications plan, crisis communications plan, and anything else relevant. Depending on their sector, some clients might balk at creating a crisis plan. Cris es – Be Prepared.

Crisis Communications 127

Crisis Communications Trade Shows Crisis Customer Service 127

Stuart Bruce

JULY 23, 2017

In reality social media should ‘live’ in each and every corporate function as it has a vital role to play in customer service, marketing, public relations, human resources and numerous other functions. Interestingly agencies appear to understand this better than in-house as it’s the top ranked focus for agencies.

Social Media 68

Social Media Media Customer Service Corporate 68