The Proactive Report

JUNE 4, 2017

I recently had the pleasure of interviewing Yang Cheng, Assistant Professor of Public Relations, Department of Communication at North Carolina State University, on her research paper about the role of social media in crisis management. Think United Airlines recent crisis. Social Media Crisis Research Paper.

Crisis Management 113

Crisis Management Social Media Crisis Airlines 113

PRSay

APRIL 6, 2018

United Airlines. From a crisis management point of view, 2017 had it all! Why new rules are needed for crisis management. As creators of the award-winning digital crisis management platform, “In Case of Crisis,” we talk regularly to crisis management practitioners. Wells Fargo.

Crisis Management 124

Crisis Management Crisis Airlines Viral 124

5W PR

JANUARY 22, 2025

Social media amplifies both positive and negative messages, making swift, strategic crisis management more critical than ever. Building Your Crisis Response Foundation A strong crisis management strategy starts long before any issues arise. Update your crisis management playbook based on these insights.

Crisis Management 78

Crisis Management Crisis Crisis Communications Training 78

Melissa Agnes

OCTOBER 23, 2018

These leading airlines showcase the power of focusing on the details of experience. The airline industry is tough. And yet, there are some airlines out there that just simply get it. And yet, there are some airlines out there that just simply get it. More on Thai Airways’s issue management fail.

Airlines 100

Airlines Strategy Crisis Management Crisis 100

Agility PR Solutions

JANUARY 21, 2024

Think of all your favorite brands like H&M, United Airlines, Burger King, and Starbucks, which have undergone massive social media […] The post Social media crisis management: How to handle negative feedback and protect your brand appeared first on Agility PR Solutions.

Crisis Management 110

Crisis Management Social Media Crisis Airlines 110

PRSay

DECEMBER 2, 2020

5 webinar “Crisis Management on an International Stage: Takeaways from Boeing’s Biggest Crisis and Time Spent in the West Wing.”. The airlines themselves have to return their fleets to service. We have months ahead of us of returning the fleet we have stored — about 450 aircraft — to their customers. 1 priority.

Crisis Management 107

Crisis Management Crisis Crisis Communications Airlines 107

ImPRessions - Crenshaw Communications

OCTOBER 4, 2019

Yet, even though reputation management is prized, it’s not always well understood. It’s often confused with crisis management, but while the two overlap, they are distinct. Crisis management involves responding to a simmering or sudden event that negatively impacts reputation.

Reputation 203

Reputation Crisis Management Airlines Corporate 203

Cision

DECEMBER 4, 2017

United Airlines came under fire for forcefully dragging a passenger out from the overbooked flight number 3411 as a video recording of the incident went viral on social media. All of this happened because United Airlines chose to ignore the gravity of the situation. As a result, the company and Munoz, both came under intense criticism.

Crisis 271

Crisis Brand Branding How To 271

Melissa Agnes

OCTOBER 19, 2014

Bill and I go into detail of what should be happening internally in every hospital across the country – and the world – including what their responsibility is versus what the CDC’s responsibility is in addressing, preparing for and actively managing this crisis.

Crisis 248

Crisis Government Crisis Communications Crisis Management 248

5W PR

AUGUST 16, 2020

In a world where today’s COVID-19 crisis is much bigger than the brand but can have a tremendous effect on its business and operations, it’s highly advisable and not too late to craft and employ a social media crisis management strategy. Priority One.

Crisis Management 88

Crisis Management Social Media Crisis Communications 88

ImPRessions - Crenshaw Communications

JUNE 26, 2019

A truly critical event, like one that involves loss of life, major litigation, or a viral story like the United Airlines incident of 2017 usually requires an ongoing commitment by the company chief. It’s not always about crisis management. To announce a new strategy.

Trade Shows 271

Trade Shows Airlines Leadership Corporate 271

Melissa Agnes

MARCH 14, 2015

In 2009, Canadian musician Dave Carroll published the first of three videos telling the story of how United Airlines carelessly broke his guitar. The power of story-telling in (and out of) crisis management. Dave’s biggest crisis management advice he has to offer to organizations. About guest, Dave Carroll.

Airlines 113

Airlines Crisis Management Transportation Crisis 113

ImPRessions - Crenshaw Communications

MAY 15, 2019

Boeing’s PR crisis deepened this week as a fuller picture emerged of its handling of serious problems surrounding the 737 Max. The narrative has moved from tragedy to scandal.

Reputation 245

Reputation Airlines Automotive Software 245

ImPRessions - Crenshaw Communications

JULY 23, 2024

The Windows OS crash triggered by the faulty update disrupted airline reservation systems, financial institutions, and even hospital care. It was then up to Crowdstrike CEO George Kurtz to respond to the crisis. Swift acknowledgment and ownership of the crisis is key Crowdstrike’s response came as a status post on X.

Leadership 170

Leadership Crisis Airlines System 170

ImPRessions - Crenshaw Communications

APRIL 10, 2017

But for public relations and crisis experts, United’s immediate response was also troubling. As of midday Monday, the airline had issued the following statement. According to other passengers on the flight, the airline said it needed four seats to fly its own employees to Louisville.

Airlines 159

Airlines Hotels Crisis Reputation 159

Melissa Agnes

FEBRUARY 12, 2015

If you work for an organization that manufactures transport vehicles or if you work in the transportation / travel industry (whether you’re a car company, a plane manufacturer, an airline, a train builder, etc.) you absolutely need to be assessing, preventing and planning for the risk of a hack. Think about it.

Transportation 113

Transportation Training Airlines Crisis Management 113

5W PR

AUGUST 12, 2024

The Delta Airlines Case: A Cautionary Tale The recent events surrounding Delta Airlines’ reaction to the CrowdStrike outages highlight the critical importance of effective reputation management and crisis preparedness. Public threats of lawsuits by corporations don’t achieve really any reputational benefits.

Airlines 60

Airlines Case Study Reputation Study 60

Cision

MAY 12, 2017

This stresses on the importance of mobile search and mobile-optimized websites adds to the importance of ranking higher in mobile search results, especially during a PR crisis when a breaking news is plastered all over the internet. As we saw with the recent United Airlines fiasco , crisis news doesn’t take time to go viral.

Google 259

Google Digital PR Mobile SEO 259

PR News

DECEMBER 21, 2016

Is there an industry more vulnerable to crises than the airline industry? The post Delta, We Thank You and Your Competitors for the Crisis Management Test Cases appeared first on PR News Blog.

Crisis Management 48

Crisis Management Crisis Airlines Industry 48

PRSay

MAY 26, 2023

“Whenever we get into any crisis moment, the guiding principles for us are compassion and action,” said Linda Rutherford, chief administration and communications officer for Southwest Airlines. Who are the involved audiences, what’s going on with them and how can we show movement?”

Airlines 60

Airlines Crisis Communications Employee 60

Cision

JUNE 8, 2015

Within minutes, the airline acknowledged the situation on Twitter and Facebook. The airline continued to communicate via social media throughout the ordeal and was universally lauded for its social media response to this crisis. Just like that airline, you may end up lauded for your transparency, and quick social response.

Crisis Communications 120

Crisis Communications Social Media Crisis Communications 120

Melissa Agnes

OCTOBER 19, 2014

Bill and I go into detail of what should be happening internally in every hospital across the country – and the world – including what their responsibility is versus what the CDC’s responsibility is in addressing, preparing for and actively managing this crisis.

Crisis 100

Crisis Crisis Management Government Crisis Communications 100

Reputation Us

APRIL 12, 2017

Whenever a corporate crisis or public gaffe occurs, I often get questions from colleagues, friends and family on what my PR perspective is. This week’s United Airlines incident has by far created the most inquiries from people asking me, “What would you recommend United do now?” Good grief! WORDS TO ACTION.

Crisis 74

Crisis Airlines Viral Corporate 74

5W PR

JUNE 17, 2024

Operating a travel-related business today is more challenging than ever, with a saturated market and intense competition from low-cost airlines, ecotourism trends, and major online platforms. Crisis Management In the travel industry, many things can go wrong, potentially impacting a brand and sales negatively.

Travel 78

Travel Crisis Management Tourism Storytelling 78

Presspage

MAY 29, 2017

The violent removal of a passenger from an overbooked United Airlines flight triggered an outraged public to post heated comments all over the media. This crisis could have been avoided if the PR department had been sufficiently embedded in the organization. At United Airlines, this was all clearly absent.

Journalism 79

Journalism Airlines Brand Branding 79

Flack's Revenge

MARCH 30, 2020

This is especially true for companies that are visible and have significant roles, e.g. cater to consumers or employ large numbers; and those that are in the crosshairs, like airlines, or have good news (e.g., Amazon to hire 100,000 more workers and give raises to current staff to deal with coronavirus demands ).

Crisis 199

Crisis Pitching Airlines Technology 199

Norton's Notes

JANUARY 8, 2015

Fernandes has been the CEO since 2001 and by all accounts he is a likeable character with a cult celebrity status in Indonesia who is seen as transforming the airline. As we know any crisis of any nature is a huge test for a high profile CEO but his approach has been described as a “well-oiled communications machine.”

Crisis Management 28

Crisis Management Crisis Twitter Airlines 28

Melissa Agnes

OCTOBER 1, 2014

CDC doesn't recommend people on same commercial airline flights w/US #Ebola patient undergo monitoring. The post Analyzing the CDC’s Crisis Communication In U.S. Ebola Outbreak appeared first on Melissa Agnes - Crisis Management Keynote Speaker. — CDC (@CDCgov) September 30, 2014.

Crisis Communications 113

Crisis Communications Crisis Communications Travel 113

David PR Group

APRIL 8, 2019

The international grounding of the Boeing 737 Max 8 impacted dozens of airlines and thousands of passengers, and it represent ed a logistical nightmare for every airline. If you don’t currently have a crisis plan, consider develop ing one. And it’s not Southwest’s fault that the planes are out of service.

Crisis 58

Crisis Airlines Reputation Travel 58

Barokas

MAY 3, 2017

PR crisis, with the most viral ones coming from Pepsi and everyone’s least favorite airline, United. Just as Pepsi’s colossal misstep was fading from memory, United Airlines said “my turn” and experienced what was maybe the worst PR week in recent memory after forcibly removing a passenger from an overbooked flight.

Social Media 60

Social Media Airlines Media Viral 60

ImPRessions - Crenshaw Communications

APRIL 10, 2018

CEO Oscar Munoz, United Airlines . He is actively engaged, yet fairly relaxed. His dress is casual – in typical big-tech fashion — which helps promote an image of accessibility. Apology accepted? Remains to be seen. Scandal: 2017: Ticketed passenger dragged off plane. Time elapsed before TV apology: 3 days. Contrition : Not sufficient.

Interviews 170

Interviews Media Training Training Video 170

Prohibition

DECEMBER 17, 2021

Strategic communication during a crisis offers organisations the credibility they need to develop their strategies and re-enter the marketplace in order to provide relevant services to their stakeholders. Who needs crisis communication? In today’s fast-paced world, businesses are not immune to the exposure of a crisis.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

The Stalwart Blog

DECEMBER 24, 2019

I mentioned in a previous video blog that I thought Boeing would get out of this 737 MAX 8 crisis okay because they received endorsements from American Airlines and Southwest Airlines. So goes the top dog. Both companies stated they intended to continue flying the aircraft.

Crisis 78

Crisis Airlines Small Business Video 78

Solo PR Pro

FEBRUARY 7, 2023

In a recent episode of That Solo Life: The Solo PR Pro Podcast , hosts Karen Swim and Michelle Kane discuss the nightmare that was Southwest Airlines’ system failure over the holidays. In the case of Southwest Airlines, more than 16,000 flights were canceled over the recent holiday season, in part due to severe winter weather.

Airlines 58

Airlines System Reputation Travel 58

Presspage

MAY 11, 2017

Following USA’s victory over Ghana during the 2014 FIFA World Cup, Delta Airlines tweeted a photo of the Statue of Liberty (representing the US) next to an image of a giraffe (representing Ghana). Create scenarios and practice your responses to accurately simulate your team’s crisis management.

Social Media 79

Social Media Crisis Media Airlines 79

Reputation Us

MAY 12, 2020

My recent crisis experiences include the 1992 riots in Los Angeles, when I was working at an NPR station in Southern California, and the 9-11 attacks in 2001, when I was representing the airline industry with public relations firm Webber Shandwick.

Crisis 78

Crisis Financial Banking Crisis Management 78

Burrelles Fresh Ideas

JANUARY 16, 2024

From my favorite airline (which is open and sincere in good times and bad) to my credit card company (who handled a data breach quickly and efficiently), down to my neighborhood auto repair shop (which is almost honest to a fault), these traits are a major driver in my day-to-day purchase decisions.

Crisis 85

Crisis Airlines Social Media Crisis Communications 85